DJRecruit Asia Limited was founded on the principle that technology professionals in the Asia region need an industry specialist recruiter who understands their needs.  Our company is formed by a group of successful and experienced recruiters, most with at least five years in the industry.  Currently...

DJRecruit Asia Limited was founded on the principle that technology professionals in the Asia region need an industry specialist recruiter who understands their needs.  Our company is formed by a group of successful and experienced recruiters, most with at least five years in the industry.  Currently focusing on providing recruitment solutions to our clients in the Asia region, our aim is to be the leading brand in the market

ABOUT US

At DJRecruit Asia Limited, our consultants really do understand technology versus business, and how it all fits together. But more importantly, we make sure that we work hard to understand you and what you are looking for.  So not only can you expect to work with someone who really knows your market, we will also know how you fit in.

DJRecruit Asia Limited is currently based in Hong Kong, with a remit to expand into other major locations across Asia to service our clients. We offer services in retained and contingency search for permanent, interim management / contract and onsite staff, including recruitment solutions for large scale projects.

Workforce Planner - 5 days work (Contact Center) HKD$30k - 34k

Job level Middle
Work exp Minimum 3 Years
Education Bachelor Degree
Location
Tsuen Wan
Employment type Full Time
Benefits 5-day week, Flexible working hours, Insurance plan, Medical plan, Performance bonus
Industry Travel / Tourism
Job function Sales / Business Development / Customer Service > Others
Published On 26/11/2019

Responsibilities: 

  • Provide inputs and resolution recommendations to Team Leaders and Management: FTE forecast, cost per transaction, staffing over/under summary and performance
  • Monitor and report volumes and performance in light of agreed Service Level Agreements (SLAs). Develop consistent “dashboard” reports across all components of the operation and client
  • Develop workload and manpower (FTE) requirements models for each work type across the operation; Continually revise models based on forecast vs. actual analysis, identify opportunities for improvements of resource utilization
  • Coordinate with Team Leaders and Management to continually refine volume and handling time (AHT) for all work types. Includes defining “normal” volume, calculating the effects of promotions, program changes, etc.  
  • Assist in new business opportunities by estimating operational scale required to manage new initiatives
  • Ensure daily, weekly, and monthly operations performance reports are distributed according to agreed distribution cycles.

Requirements:

  • At least 3 years' experience in workforce management, including workload forecasting, rostering (scheduling) and reporting functions
  • Basic knowledge of contact centre equipment:  PABX, ACD, workforce management systems ( ErLang formula,  WFM etc.)
  • Strong in Microsoft Excel skills, analytical and mathematical abilities
  • Dedicated to quality service delivery and solutions-focused
  • Demonstrated understanding of performance drivers (internal and external) in customer contact centres

  Offer

  • HKD30 - 34K
  • 15 days Annual Leave
  • Full Paid Leave (14 weeks Maternity / 5 days Paternity)
  • Free Airport Lounge access
  • DB