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Workforce Manager

年収:800万 ~ 1200万

ヘッドハンター案件

部署・役職名 Workforce Manager
職種
業種
勤務地
仕事内容 Schedule staffing available against Volumes Short Term Forecast provided by Google WFM within weekly productive hours provide by Google
Ensure that:
❏ Speakeasy Agent’s Aux usage is analyzed post mortem and relevant feedback is raised to local operation
❏ Skillt: Ensure Agents are correctly skilled following Google inputs and internal requirements. Skillset will be solely accessed by WFM/RTAs for skill change purposes. WFMs and RTAs will be required to adhere to skill change request made by Google.
❏ Verint/New WFM Tool: Ensure that Agents are assigned to their relevant skills and relevant priorities. Ensure Shifts events are properly set (lunches, breaks, PQM time and Follow Up Time) using Google activities in Verint. Ensure Patterns, rotations and shift types are compliant to local labor law and in full alignment to volumes coverage required by Google through Short Term Forecast deployment within Site hour of operation. Make sure Adherence Reports are regularly checked (daily/weekly) and relevant feedback are raised to local operations
Raise any concern over staffing issues coming from Planned Shrinkage (Holidays overflow/Mandatory Training) within a four weeks outlook
Input local bank holidays into Verint to track any expected reduction in staffing and take relevant actions to cover the gaps in staffing
Ensure schedule is maintained and followed on a weekly basis and updated when/if required
Attend meeting with Google WFMs to discuss key area metrics
応募資格

【歓迎(WANT)】

5 years of workforce management experience
Native level Japanese, Business English

更新日 2020/12/23
求人番号 1603526

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