JOB DESCRIPTION

　　Responsibilities:

　　Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting).

　　Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled.

　　Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.

　　Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality.

　　Manage internal and external audit with processes and controls in place.

　　Conduct monthly coaching and performance feedback to their direct reports

　　JOB QUALIFICATIONS:

　　With 3-years overall workforce management (WFM) related experience (at least 1-year supervisory experience)

　　Required experience in either of the following skills: RTA (Real Time Adherence), Scheduling, Capacity Planning and Forecasting