About the job Workforce Management Leader
Gear Inc is seeking a Workforce Management Lead to join our BPO team located in Bangkok, Thailand. We invite talented individuals from all countries to apply for this position.
Experience in Resource Planning with good understanding and balancing of effective scheduling, planning and seat allocation based on interval pattern on a daily, weekly and monthly basis
Able to analyze trends and patterns on volume injection to accurately forecast potential need in class requisition, proactive suggestion on schedule improvements or adjustment, including staffing requirements, long-term planning, and staffing strategies which covers shrinkage projection
Good knowledge in data trends and patterns in schedule adherence and identify behavioral trends that impacts operational performance overall
Continuously analyze reporting, staffing, and scheduling procedures for maximum efficiency.
Establish and maintain operational reporting: Reports include but are not limited to, real-time and historical reporting on volumes, service performance, staffing, and historical trends.
Proactively maintain continuous internal communication with staff, managers, and directors regarding load balancing and staffing needs, in real-time, and historically.
Lead staffing review meetings with management including Capacity Planning, assess performance and identify risks.
Coach, train, and evaluate Workforce Management Team members.
Manage workforce team to ensure service level standards are consistently met.
Oversee intraday management of real-time scheduling and workload management to meet service-level requirements.
4 years relevant experience as Workforce Planner and Scheduler
At least 1 year experience as leader of any team size
Planning and Organizational skills
Ability to work under pressure
Attention to detail
Good understanding of effective scheduling, planning and seat planning
Commitment to ownership and accountability
Analytical skills on data trends, volume patterns and forecasting of potential class requisition based on client requirements
Strong knowledge in Capacity Planning
Strong negotiation, analytical, commercial awareness and problem-solving skills
Well-developed technical skills, MS Office products and Call Center technologies
Excellent verbal and written communication skills
Willing to work shifting hours, weekends and public holidays.
Work permit & Visa are sponsored by company
Airfare for relocation sponsored by company
Performance review: yearly
Healthcare Insurance in BKK (After probation)
Accommodation allowance: 1st month after relocation
Annual leave: 6 days (Thailand labor law)
Public Holidays in Thailand
Candidate's home country Independence Day
Working Location: Must be located in, or willing to relocate to Bangkok, Thailand