TalentStork is a boutique Executive Search Firm that provides consulting services for your recruitment needs. As trusted advisors across industries and an established presence throughout Asia, our consultants partner with global enterprises and aspiring disruptors to create human capital leverage and...

TalentStork is a boutique Executive Search Firm that provides consulting services for your recruitment needs. As trusted advisors across industries and an established presence throughout Asia, our consultants partner with global enterprises and aspiring disruptors to create human capital leverage and transformative growth.

Real-Time Manager, Hong Kong

Job level Middle
Work exp Minimum 2 Years
Education Bachelor Degree
Language English
Location
Within Hong Kong
Employment type Full Time
Benefits Competitive pay
Industry Travel / Tourism
Job function Administration > Administration / Operation Manager
Published On 16/05/2019
ref. AR6190225

Our Client is a global leader specializing in business travel management. They are dedicated to helping companies of all sizes, as well as government institutions and non-governmental organizations, streamline their travel programs and provide best-in-class service and assistance to travelers.

Job Description:

The Real Time Manager is responsible for Service Level optimization for the country, with accountability and full control over FTE allocation to meet operational needs. Responsible for all intraday processes and operational resources to achieve business service level objectives and maximize efficiency and occupancy. He/she is responsible for collaborating with multiple levels of leadership to balance productivity and performance across the locations. The role holder will be reporting to the Senior Manager, who is based in Singapore.

Responsibilities:

  • Ensuring fully optimized and equalized SLA performance across multiple sites and channels;
  • Monitor real-time adherence of staff and liaise with local sites to ensure that their teams are delivering the planned and expected resourcing levels, challenging exceptions where appropriate
  • When necessary, source additional resources via flexible hours, overtime and other sites to support operational needs
  • Refine on the day and next day plans, responding appropriately to changes in demand
  • Working closely with the Regional WFM Manager to maintain/improve/meet in-country operational and WFM KPIs
  • Promote and drive the correct usage of work states so that all agent activities can be accurately measured and planned
  • Produce analysis from the WFM system to support Managers assess the performance of their team in relation to sickness, absence, lateness, offline activities and trends/behaviors.
  • Understand and communicate reasons for non-delivery of a service level where required
  • Coaching and training for management as needed relating to criticality and importance of real-time management
  • Evangelize contact center WFM methodologies

Requirements:

  • Educated to degree level or equivalent experience
  • Background on BPO setting/contact center operation with experience working in a multi-site environment
  • Workforce Management knowledge
  • Builds and maintains productive relationships across a geographically diverse team. Able to work with on-site and virtual teams
  • Effective communication skills. Clear and concise in communicating. Able to tailor messages for the audience.
  • Good knowledge of planning principles, including shrinkage, occupancy, capacity planning, and forecasting.
  • Expert knowledge of MS Word, Excel, PPT, etc.
  • Basic knowledge of WFM systems e.g. TotalView, Impact 360, eWFM tool is advantageous