Keeta-CS Manager of Workforce Management

Keeta, the international subsidiary of Meituan—the global delivery giant—is on a mission to revolutionize food and consumer product delivery worldwide. With our core belief: "We help people eat better, live better," we're taking innovation to the global stage!
岗位职责
预测与规划：
基于历史数据和趋势，制定清晰的短期和长期工作量预测，确保客服中心人员需求的合理规划。分析业务需求，制定人员配置计划，确保客服资源能满足不同的服务量。
排班与调度管理：
设计、优化客服中心排班表，确保最大化利用资源并符合服务需求。实时监控排班情况，带领BPO WFM根据业务需求调整人员安排，及时应对突发事件。
绩效分析与改进：
定期分析关键绩效指标（KPI），如客户服务水平、平均处理时间、人员利用率等，提出优化建议。与运营团队合作，优化流程，提升客服中心的整体服务效率与客户满意度。
区分不同渠道的制定不同的产能目标，并持续进行跟踪、带领BPO WFM团队优化产能指标
工具与系统管理：
负责搭建、管理和维护WFM工具，并运用创新方式推动自动化管理流程的创新。与技术团队协作，解决系统相关问题，确保工具和系统的高效使用效果。
团队合作与沟通：
与运营、招聘及培训团队紧密合作，确保人员配置与业务需求相匹配，并及时应对人员流动带来的变化。定期向管理层汇报客服中心人员管理和排班情况，提供相关分析报告。
Forecasting and Planning:
Based on historical data and trends, develop clear short-term and long-term workload forecasts to ensure reasonable staffing planning for the customer service center. Analyze business needs and formulate staffing plans to ensure customer service resources can meet varying service volumes.
Scheduling and Workforce Management:
Design and optimize customer service center schedules to maximize resource utilization and meet service demands. Monitor scheduling in real time, lead the BPO WFM team to adjust staffing according to business needs, and respond promptly to emergencies.
Performance Analysis and Improvement:
Regularly analyze key performance indicators (KPIs), such as customer service level, average handling time, and staff utilization, and provide optimization suggestions. Collaborate with the operations team to optimize processes and improve the overall service efficiency and customer satisfaction of the customer service center. Set differentiated capacity targets for different channels, continuously track performance, and lead the BPO WFM team to optimize capacity metrics.
Tools and Systems Management:
Responsible for building, managing, and maintaining WFM tools, and driving innovation in automated management processes. Collaborate with the technical team to resolve system-related issues and ensure efficient use of tools and systems.
Teamwork and Communication:
Work closely with operations, recruitment, and training teams to ensure staffing aligns with business needs and respond promptly to changes caused by staff turnover. Regularly report to management on customer service center staffing and scheduling, and provide relevant analysis reports
岗位基本需求
5年以上客服中心WFM相关经验，具备呼叫中心或客户服务行业背景优先。
熟悉WFM工具，如Genesys、Verint、Aspect等，以及常规的数据分析软件（Power BI等）
优秀的数据分析能力和人员预测规划能力，能在快节奏的环境中独立工作。
出色的沟通能力和团队协作能力，能够跨部门高效协作。
具备解决问题的能力，能快速应对业务需求变化并做出调整。
Over 5 years of experience in WFM for customer service centers, with a background in call centers or the customer service industry preferred.
Familiar with WFM tools such as Genesys, Verint, Aspect, etc., as well as common data analysis software (such as Power BI).
Excellent data analysis and workforce forecasting and planning skills, with the ability to work independently in a fast-paced environment.
Outstanding communication and teamwork skills, with the ability to collaborate efficiently across departments.
Strong problem-solving skills, able to quickly respond to changing business needs and make necessary adjustments.
具备以下者优先
拥有本科或以上学历，管理学、统计学、运营管理等相关专业优先。
Bachelor’s degree or above, preferably in Management, Statistics, Operations Management, or related fields.
岗位亮点
WFM是客服中心运营的核心部分，负责预测、排班、实时监控和资源管理。你将有机会直接影响公司的运营效率和客户体验
通常依赖数据分析来预测客服需求和优化排班。你将有机会处理和分析大量数据，做出影响全局的决策，提升部门运营的精细化管理水平
与多个部门密切合作，例如运营、招聘、培训和技术团队。你将能够与不同职能团队一起工作，协同优化公司整体的运营流程，共同与Keeta走向全球
WFM is a core part of customer service center operations, responsible for forecasting, scheduling, real-time monitoring, and resource management. You will have the opportunity to directly impact the company’s operational efficiency and customer experience.
It typically relies on data analysis to forecast customer service needs and optimize scheduling. You will have the chance to process and analyze large volumes of data, make decisions that influence the entire organization, and enhance the department’s level of refined operations management.
You will work closely with multiple departments, such as operations, recruitment, training, and technical teams. This will allow you to collaborate with different functional teams to optimize the company’s overall operational processes and work together with Keeta to expand globally.