Deskripsi Pekerjaan
Join Trip.com Group, a global travel industry leader, as a Real-time Workforce Management (RWFM) Specialist in our Kuala Lumpur hub. This is an exciting opportunity to be at the heart of our call centre operations, where you will use data and technology to drive efficiency and service excellence. We are looking for a talented individual who thrives in a dynamic environment and is dedicated to optimising workforce scheduling.
As an RWFM Specialist, you will be responsible for monitoring real-time call volumes, adjusting staffing levels, and ensuring that our service levels are consistently met. You will analyse historical data to forecast trends, coordinate with team leaders, and implement strategies to maximise productivity. Your work will directly impact customer satisfaction and team morale, making you a key partner to operations management.
We value your professional growth and offer a supportive culture with opportunities for career advancement. Trip.com Group provides a competitive salary, comprehensive benefits, and a strong emphasis on work-life balance. You will be part of a multinational team that values collaboration, innovation, and a passion for travel.
If you have strong analytical skills, experience in workforce management, and a desire to make a significant impact in the travel industry, we invite you to apply. Help us shape the future of travel by joining our pioneering team.
Tanggung Jawab
- Monitor real-time call centre volumes and adjust staffing levels to maintain optimal service levels.
- Analyse historical data to forecast future call patterns and scheduling needs.
- Coordinate with team leaders to manage breaks, lunches, and overtime effectively.
- Generate and distribute real-time performance reports and dashboards.
- Identify operational inefficiencies and recommend process improvements.
- Ensure compliance with service level agreements and key performance indicators.
- Collaborate with the scheduling team to optimise shift plans and resource allocation.
- Provide support during unexpected peaks or emergency situations.
Kualifikasi
- Diploma or Bachelor's degree in a relevant field (e.g., Business, Statistics, Operations Management).
- Minimum of 2 years experience in workforce management or call centre operations.
- Proficiency with workforce management software (e.g., Aspect, Avaya, or similar).
- Strong analytical and problem-solving skills with attention to detail.
- Excellent communication and interpersonal skills.
- Ability to work efficiently in a high-pressure environment.
- In-depth knowledge of call centre metrics such as AHT, occupancy, and service level.
- Advanced proficiency in Microsoft Excel and reporting tools.