Specialist - Workforce Management

  • Standort: Shenzhen, Kwantung, China
  • Gehalt: Negotiable
  • Art des Jobangebots: Vollzeit

Please view Job Description for details.

JOB PURPOSE工作目的
The primary purpose of this position is to oversee the day to day capacity planning, resource forecasting & work force Management for Contact Centre
這職位是負責處理電話銀行中心的日常资源筹划,資源預測及人力資源管理。
KEY RESPONSIBILITIES主要職責

Capacity Planning人力資源規劃
1. To prepare data to fit into the capacity planning model/ workforce management tool in order to identify the least resources required.
準備相關數據,及配合現有的资源筹划模型/人力資源管理工具,確定所需要的資源能切合所需範圍。

2. To help ensure effective management of call forecasting, trend analysis, scheduling and capacity planning activities.
確保能有效地執行來電分佈預測,趨勢分析,更次編排和人力資源有關的管理活動。

3. To adjust the forecast and staff scheduling in a timely manner when required.
有需要时对資源預測和更次編排作适时的调节。

4. To monitor the call traffic and resource in a timely manner to ensure appropriate resources are being allocated.
实时的监视电话流量及資源安排确保适当的人力資源配调。
5. To work closely with hotlines managers/supervisors/team leaders to review the real time call volume and agent performance.
与電話銀行中心的分組經理/主管/小組領袖紧密合作以实时的检查电话流量及查看人员表现。

6. To adjust the skill level of the CSR to support the service standard when appropriate
有需要时,在系統上调节電話銀行客戶服務代表的接听技能以配合服务标准。

7. To alert the hotline managers/supervisors/team leaders on the queue length and urge them to make all CSR at "ready" mode.
在发现電話服務热线有客户在线上排队等候,提醒電話銀行中心的分組經理/主管/小組領袖及要求他们安排
客戶服務代表接听客户的電話。

8. To assist to review the VDN and skill setting of various hotlines to ensure the setting cope with the business requirement.
帮助检查在電話系统内的电话线路设置和查看客戶服務代表的接听技能以配合业务需要。

9. To work out the training plan for RCC and coordinate with OL for training arrangement
制作培训计划及与培训部门协调作出安排。

Workforce Management人力資源管理
1. To alert the Manager to make decision on long term resources mobilization when required
有需要时,提醒電話銀行中心的分組經理/主管考虑作长期的人力資源配调。

2. To timely collect the leave schedule and requirement and produce the staff roster and pull additional support when gap is identified
适时地收集電話銀行客戶服務代表的休假计划及要求,並制作排班/更次表。如发现人员,应当安排额外的人力資源。

3. To assist to review the shift pattern to ensure staff levels are at optimal level.
帮助检讨更次模式以确保人力資源运用达到最佳的水平。

MIS信息系統數據
1. To input necessary data into the work force management tool & the assist the Manager to prepare annual/quarterly/Monthly/weekly/daily forecast & reports.
在人力資源管理工具上输入资料並协助资源筹划经理制作年度/季度/每月/每周/每天的資源預測和报告

2. To assist Capacity Planning Manager to standardize and manage MIS data in a centralize database to facilitate business analysis and with an immediate MIS information.
帮助资源筹划经理標準化管理信息系統中的數據,並集中在共同數據庫以促進業務分析及適時提供信息系統數據
3. To assist Capacity Planning Manager to prepare and Analyse KPI for Call Center.
帮助资源筹划经理編寫及分析電話銀行中心的關鍵業績指標

Risk Management風險管理

1. To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (for all levels of staff)
遵守所有適用的反洗黑錢程序, 尤其是向反洗黑錢專責職員和直屬上司報告任何可疑活 動。
(適用於所有級別職員)

2. To ensure that control procedures outlined in the Contact Centre Manual or DOI are fully implemented and ensure staff compliance with the same. (for Managers or Officers)
確保概述於呼叫中心手冊或DOI中的控制程序被充份得當地使用和確保員工遵從以上守則。
(適用於經理或高級職員)

3. To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre.
遵守與你在呼叫中心工作職責的相關程序及控制的要求。 (適用於所有級別職員)

4. To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)
遵守所有相關的政策和程序, 包括所有監管規條, 本地及集團的要求。(適用於所有級別職員)

5. To reinforce control environment and compliance processes, ensuring no audit is graded worse than improvement needed.
要加強控制環境和管理過程,保證良好的審查評級。

KEY RELATIONSHIPS主要關係 FOR為

* Business Performance Manager
绩效管理经理

* Workforce Planning Manager
资源筹划经理

* Hotline managers/supervisors/team leaders
熱線中心部門經理/主管/小組領袖

* Assist Manager, Planning & MIS to support MIS, trend analysis, cost & budgeting.
協助經理規劃日常资源,資源預測及人力資源管理。

* To work on the operating costs such as Staff, Premises & Invoice Staff cost
負責工作的業務費用,如工作人員,房舍和工作人員費用發票

KEY MEASURABLES主要測量

* Optimize the utilization of time
對時間充分利用

* To deliver timely and accurate real-time actions
提供及時和準確的实时行动

* Accurate forecast based on known facts and trend
準確預測於基礎上已知事實和趨勢

Key Roles and Responsibilities

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Qualifications and Skills

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Diversity and Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.