Acerca del trabajo
Position Title : Performance & WFM Manager
Location : Tokyo
Division : CDDR
Department : Client Services
Direct Report to : Client Services 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.
Provide long-term/short term forecasting, scheduling, real-time monitoring of performance, reporting and data analysis functionality in the client service. "
Responsabilidades laborales
Responsibility Measurement (%Sales Achievement)" "Reporting / Statistics Measurement Utilization Rate Other jobs Measurement On time analysis/reporting
"Resource Planning
- Make a call forecast and sales forecast based on the various information such as new product launch, promotion, PR activities, seasonality and recent trend.
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- Build the most relevant schedule for the teams (approx. 60 FTE) based on the call/sales forecast. That includes outsourcer’s resource.
- Estimate mid-term FTE requirement based on the mid-term forecast of workload."
"Call Forecast Accuracy
Fill Rate of Schedule
Sales Forecast Accuracy
- Monitor Client Advisors staffing and status code adherence.
- Periodically monitor contact related KPIs like Utilization Rate, Occupancy Rate and CPH to maximize CA’s productivity and efficiency.
- Periodically monitor sales related KPIs like sales T/O, #Transaction, Conversion Rate, Sales Per Transaction and traffic data.
- Create/Update periodical reports with clear judgement vs our KPI targets.
- Analyze the result of sales performance and service performance and make the mechanics/reasons of the problem clear and explain to the management team
- Make an activity plan to improve Sales/Service related KPIs with the management team.
Occupancy Rate
Handled Call Rate
Service Level for call, chat, mail and LINE/ABC
Call Per Hour
Cost Per Call
Sales Conversion Rate
- Compile monthly induvial KPI data to calculate sales incentive to be filed to HR
- Provide day-to-day analytic support to the team managers.
- Design and develop databases, spreadsheets, and reports as requested by the managers, by utilizing Business Intelligence tool.
- Support preparation of presentation or other materials showing the result of analysis.
- Conduct other ad-hoc analysis, duties and responsibilities may be required and/or assigned as necessary.
Perfil
Scope of the job Experience, Knowledge and skills required for the job Key Experience Knowledge, Skills and competency -Office Tool (Excel, Access, PowerPoint)
Entire CS activities including all contact means and outsourced tasks
"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
-Language( Japanese: Native, English: Business)
-Team player and able to build good professional working relationships with peers and management."