|部署・役職名||Work Force Management Specialist|
Our company is a leading one－stop travel service provider. Across its platforms, Our company enables local partners and travelers around the world to make informed and cost－effective bookings for travel products and services, through aggregation of comprehensive travel－related information and resources, and an advanced transaction platform consisting of mobile apps, Internet websites, and 24/7 customer service centers. Founded in 1999 and listed on Nasdaq in 2003, we have become one of the largest travel companies in the world in terms of gross merchandise value.
Key Roles and Responsibilities
We are looking for an enthusiastic, responsible, and detail－oriented Work Force Management Specialist with strong organizational and communication skills to join our Customer Service Team. This person will be responsible for our work force management optimization
Volume forecast for the next 3, 6, 12 months and Staffing ＆ scheduling based on the forecasted volume
Responsible for creating efficient schedules, processing and managing overtime and under time.
Achieving daily, weekly, monthly ＆ quarterly service level and efficiency goals.
Watching real time queues and making real time skilling changes.
Supporting the various other Work Force Management roles as needed.
Monitoring handling times and adherence SLA under/over achievement.
Constantly monitoring staff movements in line with forecast plan. Recommendations on changes to staff to ensure that SLA’s are met.
【必須（MUST）】Associate degree or above
Fluent in English and Japanese.
Minimum of 3years call center experience and/or minimum 1years’ WFM planning experience.
【歓迎（WANT）】Strong oral and written communication skills and be able to build and maintain effective collaborative relationships.
Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation.
Strong strategic thinking and the ability to work proactively.
Very good analytical skills, ability to work lead and motivate teams.
Extremely accurate in generating reports and presentation of data.
Self－motivated and flexible in working hours according to workloads. Always stick with the timeline.
Joining us is like taking an adventure filled with excitement and success. With a group of fellows who are passionate about making every trip the perfect trip for over 400 million customers around the globe, you will be part of a journey of globalization and have a world－class stage to unleash your talent. Opportunities are unlimited, so is your growth. If you also embrace boldness and inclusion as we do, this is the place to leap forward！