Acerca del trabajo
Position Title : CS Performance & WFM Manager 【Purpose of the Job】 Support the Client Services to successfully meet the performance target for both sales and service by optimizing the resource utilization. Client Services Team がリソースの最適化を通じて、販売およびサービスのパフォーマンス目標を成功裏に達成することを支援します。 クライアントサービスにおいて、長期および短期の予測、スケジューリング、パフォーマンスのリアルタイムモニタリング、報告およびデータ分析機能を提供します
Location : Tokyo
Division : CDDR
Department : Client Services
Direct Report to : Client Services Manager
Provide long-term/short term forecasting, scheduling, real-time monitoring of performance, reporting and data analysis functionality in the client service.
Responsabilidades laborales
【Main Responsibilities & Measurements】 リソースプランニング / Resource Planning パフォーマンス指標 Measurement 報告/統計 / Reporting / Statistics パフォーマンス指標 Measurement その他の業務
Perfil
【Experience, Knowledge and skills required for the job】 Key Experience -Proficiency both in Japanese / English : Advanced level proficiency in Japanese, both written and spoken. Ability to communicate effectively in a professional setting. Knowledge, Skills and competency -Office Tool (Excel, Access, PowerPoint) -Candidates with similar experience from the Retail Sales call center or TV shopping industry are welcome. 小売コールセンターまたはテレビショッピング業界で同様の経験を持つ候補者は歓迎します。
-Several years experience in the following areas in the Call Center environment:
-Workforce Management
-Data Analysis and Reporting
-Supportive mind
-Logical thinking and Analytical Skills
-Business Intelligence Tool (Power BI, Cognos, BW ...)
-Contact Center Management Tool (Telephony, CRM, ERP system)
-Demonstrate a positive and enthusiastic attitude
-Excellent verbal and written communications skills
-Team player and able to build good professional working relationships with peers and management.