Job Openings CX Workforce Specialist

About the job CX Workforce Specialist

JOB DESCRIPTIONS:

  • Responsible for collaborating with the operational team on the day to day staffing activity.
  • Develop accurate forecast for daily, weekly, monthly and yearly in order to optimize resources and drive abandon rate consistency.
  • Planning and Schedulling
  • Strong knowledge of call center operation, email , chats and backend
  • Act as a key point to of contact communication with team leader to throught out each day
  • Ensure real time performance is analyze on an interval basis throughout the day and recommendation to achieve dept goals.

JOB REQUIREMENTS:

  • Candidate must possess at least Bachelor's Degree in any field.
  • Required language(s): English, Bahasa Indonesia
  • At least 3 Years of working experience in the related field is required for this position.
  • Preferably Supervisor/Coordinator specialized in Customer Service or equivalent.
  • Experience with proficiency in manual skill changes, agent reports, agent calls /email, live call flows
  • Ability to explain calculating their forecasted trends, as well as, which levers to pull and when in a real time environment
  • Understanding of the Contact Center Planning Cycle
  • Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
  • Strength in accuracy & attention to detail in a high output & speed environment.
  • Highly developed analytical and problem solving skills – demonstrating thought leadership.
  • Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals.