Job Overview
Assist with the forecast and capacity planning of global team based on service-level needs.(Chats, Calls, emails, social media)
The WFM analyst will help with building workforce management models to match the specific needs of the regions.
Main responsibilities include demand capacity updates, Ad Hoc headcount calculations, facilitate game-planning meetings and support of new launches.
Responsibilities:
• Define, monitor and improve key KPIs for the entire team (e.g. Chat connect time, CSAT, quality of interaction, resolution time,
etc.)
• Interpret & analyse performance data to identify opportunities for improvement in KPIs (CSAT, productivity, and quality)
• Actively seek solutions through logical reasoning and identify trends to suggest process improvements
• Lead & completely own day-to-day operations; Lead manpower planning, hiring, training & culture development
• Build a positive, motivational culture and drive outcomes
• Ensure proper training & development of all the agents
Requirements:
• Minimum qualification required is Graduation
• At least 6 years of working experience in a customer service environment of which 3 year must have been in management or
supervisor.
• High on outcome-first approach, ownership and ability to drive things independently
• Hands-on experience with leading large teams (50+)
• In-depth knowledge of performance metrics / KPIs
• Advanced Excel skills for analysing large data sets.
• Proven ability to work independently and meet deadlines
• Experience with CRM tools
• Positive attitude and high willingness to learn
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
On-site 30 min Aptitude Test
On-site screening with our Talent Acquisition Team
On-site 20 min writing test
On-site interview loop with 2 x CS Team Members (30 mins each)
Followed by an offer discussion on the same day
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
On-site 30 min Aptitude Test
On-site screening with our Talent Acquisition Team
On-site 20 min writing test
On-site interview loop with 2 x CS Team Members (30 mins each)
Followed by an offer discussion on the same day
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
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