This position is responsible for forecasting, capacity planning, scheduling, and real-time monitoring of contact centre resources to ensure optimal service levels and operational efficiency.
Key Responsibilities-
Develop short- and long-term volume forecasts using historical data and trends for all contact channels (voice, chat, email, and digital channels)
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Create and maintain agent schedules to match demand and staffing constraints
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Monitor real-time adherence, occupancy, service level, shrinkage and make intra-day adjustments to handle spikes, outages and absenteeism
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Perform capacity planning and staffing analysis
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Analyze operational data and CE Operations performance indicators to support strategic decision-making
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Collaborate with operations, training, P&E team on workforce planning and scheduling to support business needs
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Maintain WFM tools (Verint, Genesys, PowerBI and etc)
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Produce regular performance reports and insights
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Requirements
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3–5 years of WFM or contact centre experience with multi-channel management
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Strong analytical and Excel skills (pivot tables, formulas, modelling)
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Experience with WFM platforms (e.g., NICE IEX, Verint, Genesys, PoweBI)
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Knowledge of Erlang/C or staffing models
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Strong communication and stakeholder management skills
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Experience in vendor management
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Excellent Presentation skills and EXCEL/ BI skills
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Experience in leading cross functions projects
FedEx 提供全球范围内的电子商务、货运代理、进出口服务。通过提供综合国际海运和空运代理、地面运输和分拨、报关代理、贸易和报关咨询服务，以及先进的电子商务和贸易便利化解决方案，我们帮助各种规模的客户解决全球运输货物的复杂问题。
员工 - 服务 - 利润。我们在意我们的员工，所以员工能够提供完美的服务给我们的顾客，由此顾客给予联邦快递足以成长的利润。我们在同业中的成功源自于员工。透过员工 - 服务 - 利润的哲学，我们拥有鼓励员工创新的工作环境，以提供顾客尽所能最高质量的服务。
我们推崇创新、正直和承诺。我们有许多正式的政策、程序和方案来鼓励我们的员工个人或团队的最佳表现。
我们力求成为同业中，致力于提供顶尖服务和成为领导品牌的最佳企业。
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