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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! 崗位職責 預測與規(guī)劃： 基于歷史數(shù)據和趨勢，制定清晰的短期和長期工作量預測，確保客服中心人員需求的合理規(guī)劃。分析業(yè)務需求，制定人員配置計劃，確保客服資源能滿足不同的服務量。 排班與調度管理： 設計、優(yōu)化客服中心排班表，確保最大化利用資源并符合服務需求。實時監(jiān)控排班情況，帶領BPO WFM根據業(yè)務需求調整人員安排，及時應對突發(fā)事件。 績效分析與改進： 定期分析關鍵績效指標（KPI），如客戶服務水平、平均處理時間、人員利用率等，提出優(yōu)化建議。與運營團隊合作，優(yōu)化流程，提升客服中心的整體服務效率與客戶滿意度。 區(qū)分不同渠道的制定不同的產能目標，并持續(xù)進行跟蹤、帶領BPO WFM團隊優(yōu)化產能指標 工具與系統(tǒng)管理： 負責搭建、管理和維護WFM工具，并運用創(chuàng)新方式推動自動化管理流程的創(chuàng)新。與技術團隊協(xié)作，解決系統(tǒng)相關問題，確保工具和系統(tǒng)的高效使用效果。 團隊合作與溝通： 與運營、招聘及培訓團隊緊密合作，確保人員配置與業(yè)務需求相匹配，并及時應對人員流動帶來的變化。定期向管理層匯報客服中心人員管理和排班情況，提供相關分析報告。 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 崗位基本需求 5年以上客服中心WFM相關經驗，具備呼叫中心或客戶服務行業(yè)背景優(yōu)先。 熟悉WFM工具，如Genesys、Verint、Aspect等，以及常規(guī)的數(shù)據分析軟件（Power BI等） 優(yōu)秀的數(shù)據分析能力和人員預測規(guī)劃能力，能在快節(jié)奏的環(huán)境中獨立工作。 出色的溝通能力和團隊協(xié)作能力，能夠跨部門高效協(xié)作。 具備解決問題的能力，能快速應對業(yè)務需求變化并做出調整。 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. 具備以下者優(yōu)先 擁有本科或以上學歷，管理學、統(tǒng)計學、運營管理等相關專業(yè)優(yōu)先。 Bachelor’s degree or above, preferably in Management, Statistics, Operations Management, or related fields. 崗位亮點 WFM是客服中心運營的核心部分，負責預測、排班、實時監(jiān)控和資源管理。你將有機會直接影響公司的運營效率和客戶體驗 通常依賴數(shù)據分析來預測客服需求和優(yōu)化排班。你將有機會處理和分析大量數(shù)據，做出影響全局的決策，提升部門運營的精細化管理水平 與多個部門密切合作，例如運營、招聘、培訓和技術團隊。你將能夠與不同職能團隊一起工作，協(xié)同優(yōu)化公司整體的運營流程，共同與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.