Job Opportunities in Thailand
September 20, 2024
DHL
CS Resource Planner
- Execute Workforce Management (WFM) (including the operation of the WFM tools for forecasting, scheduling and tracking of staffing for the contact center as well as backline) and service excellence programs assigned by the CS Development manager
- Prepare reports and assist survey results (Mystery Shopper & Customer Satisfaction & NPA etc.) for presentation to management
- To be highly proficient (i.e., Super-User) with DHL’s chosen tool for Workforce Management (WFM) to create accurate forecasts and schedules that will enable CS management teams (FL & BL) to realize the service level and other KPI targets
- Plan, monitor and adjust staffing in the Contact Centre schedules against actual call arrival patterns to minimize over or under-staffing situations
- Work closely with the CS team managers to document, consolidate, validate and prioritize CS business user requirements (including enhancement requests to existing applications) for CS applications, other DHL IT Customer Contact Monitoring Systems, IVR, etc. and participate in the documentation, evaluation, testing, training and implementation of identified applications
- Obtain advance information on upcoming marketing campaigns from MKT / SLS in order to determine call volume estimations
- Interact with IT about IT aspects of the Customer Service Centre e.g. in relation to the Workforce Management tool; and with ACD vendors on the ACD functionalities and reporting system etc.
- Interact with the country HR department on employee requirements based on data analysis in the WFM tool, and in relation to actual and forecasted call / work volumes
- Bachelor Degree or Higher in Business Analytics or related field
- Fluent in English (Both of Written & Spoken)
- 2 years experience in a related capacity, preferably with hands-on experience in workforce management systems in a contact center environment
- Analytical skills
- Good in master of data, Excel / Access
We regret to inform you that this job opportunity is no longer available
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