Specialist, Workforce Management (Mandarin and English Support)

Who We Are:

What You'll be Doing:

• Responsible for on-site real-time management, monitoring business changes, deploying manpower in a timely manner to ensure stable and up-to-standard connections. Continuously improving the satisfaction of omni-channel service experience.
• Responsible for manpower assessment, recruitment needs assessment and reporting. Match scheduled resource with actual needs to define the operating potentials and feedback to the scheduling team.
• Output and optimize real time coordinating models/ tools to help ensure smooth business operations.
• Timely analyze the on-site delivery metrics and improve continuously.
• Strengthen business communication with the on-site operation team, business operation supporting team, provide required data support, collect employee feedback, and continuously optimize scheduling management and on-site control.

What We Look For in You:

• Bachelor‘s degree or above.
• Excellent command of spoken and written English and Mandarin as the role requires to deal with China/ Hong Kong Mandarin speaking counterparts.
• Minimum 2 years on-site management experience in self-operating large-scale (at least 100+ agents) customer service centers, familiar with on-site management and monitoring and coordinating experience. Familiar with the operation mode and characteristics of call centers.
• Sensitive to data management, possess data analysis capabilities and able to adjust and improve products and on-site operation strategies in a timely manner through the collection, induction, and analysis of on-site operation data. Advanced excel skills are required and proficient SQL/Python is welcome.
• Proactive, meticulous and patient in work with good communication and coordination skills. Good stress tolerance with strong sense of responsibility and execution, and excellent teamwork skills.
• Willing to work in Tun Razak Exchange, walking distance to MRT TRX.
• Willing to take turns on duty between 9~18 and 15~24 (with 2 off days per week) to support the business success in long term.

Benefits & Perks:

• Competitive remuneration package (Basic Salary + Shift Allowance)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 2,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
• Employee engagement, recognition and appreciation program
• Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations

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