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Workforce PlannerCollinson International (Hong Kong) Limited
Workforce PlannerCollinson International (Hong Kong) Limited

Job Highlights

  • Five-day work week
  • Medical Benefits
  • Discretionary Bonus

Job Description

Responsibilities:

  • 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
  • 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
  • Ensure daily, weekly, and monthly operations performance reports are distributed according to agreed distribution cycles.
  • Provide inputs and resolution recommendations to Team Leaders and Management: FTE forecast, cost per transaction, staffing over/under summary and performance

Requirements:

  • Minimum 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
  • Self-motivated, ability to work in a team environment, build relationships and work under pressure,
  • Energy, enthusiasm and positive attitude
  • Dedicated to quality service delivery and solutions-focused
  • Demonstrated ability in solving complex problem solving and being solutions-focused
  • Demonstrated understanding of performance drivers (internal and external) in customer contact centres

Collinson offers attractive remuneration, benefit packages and excellent development and advancement opportunities. Benefit includes:

  • 15 days Annual Leave
  • Full Paid Leave (14 weeks Maternity / 5 days Paternity)
  • Referral Bonus
  • Free Priority Pass Membership (Airport Lounge access)

Please send full resume (MS word) with latest and expected salary by clicking apply now.

You may lose the chance of an interview if you don’t provide the above required information. (Please note that only those short-listed will receive a reply). Learn more about Collinson at http://collinsongroup.com.

Additional Information

Years of Experience
3 years
Employment Type
Full Time, Permanent
Benefits
Dental insurance, Five-day work week, Medical insurance, Performance bonus

Company Overview

Collinson is a global loyalty and benefits company, with 30 years’ experience crafting customer experiences for clients in the Financial Services, Travel and Retail sectors, among others.  To support continued business growth in our loyalty division, we are looking to recruit a Workforce Planner based at our Tsuen Wan Service Centre.

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