Deskripsi Pekerjaan
Trip.com Group is seeking a highly analytical and strategic Real-Time Workforce Management (RWFM) Manager to join our Kuala Lumpur hub. In this pivotal role, you will be the architect of our operational efficiency, tasked with overseeing long-term and short-term capacity planning models across all global departments and shifts. You will bridge the gap between data-driven forecasting and real-time operational execution to ensure our customer service excellence remains world-class.
As our RWFM Manager, you will lead efforts to optimize staffing levels, manage multi-channel service level agreements (SLAs), and drive continuous improvement in our WFM tools and methodologies. If you have a passion for complex data sets, predictive modeling, and leadership within a fast-paced travel-tech environment, we want to hear from you.
Tanggung Jawab
- Develop and maintain robust long-term and short-term capacity planning models to align staffing with dynamic contact volumes.
- Monitor real-time service performance, identifying trends and taking proactive measures to manage intraday workload fluctuations.
- Partner with departmental leadership to align recruitment, training, and shrinkage management strategies.
- Lead the implementation and optimization of WFM software solutions to enhance automated forecasting capabilities.
- Conduct deep-dive analysis on historical data to identify productivity gaps and provide actionable recommendations.
- Manage the communication of staffing requirements and performance KPIs to key organizational stakeholders.
- Drive continuous improvement projects to enhance scheduling flexibility, employee satisfaction, and overall cost-to-serve metrics.
Kualifikasi
- Bachelor’s degree in Business, Mathematics, Statistics, Operations Research, or a related field.
- Minimum of 5-7 years of experience in Workforce Management, with at least 3 years in a managerial or senior analyst capacity.
- Advanced proficiency in WFM software (e.g., Verint, Genesys, Aspect) and high-level Excel/SQL skills.
- Demonstrated expertise in Erlang-C calculations and complex predictive modeling for multi-channel contact centers.
- Proven ability to influence cross-functional teams and lead organizational change.
- Strong analytical mindset with the ability to interpret data and translate it into clear, executive-level reports.
- Excellent communication skills with fluency in English; regional language skills are a plus.