Regional Workforce Leader

Job summary

Adecco's client, a global service provider and consulting company, is looking for a Regional Workforce Leader in Hanoi

Job Responsibilities

• Oversee Workforce Teams from Various Locations/Geo
• Continuously assess reporting, staffing, and scheduling policies and frameworks to guarantee optimal efficacy and efficiency.
• Provide proactive scheduling analysis and improvement suggestions, taking into account long-term planning, staffing strategies, scheduling and bidding techniques, and headcount requirements.
• Conduct personnel review meetings with management and intraday analysts, outlining performance from the previous and current week, performance projections, and pointing out potential hazards.
• In order to monitor performance to service level standards, oversee the day-to-day administration of scheduling operations, analysis of real-time workload needs, and call routing.
• Prepare in-depth reports to be used across the center
• Perform real-time workforce management, directly supervising a team of real time analysts and schedulers.
• Oversee the direction of the day to day queue movement to all business units, ensuring that service level standards are consistently met. Provide ongoing internal communications with staff associates/management/directors/VPs on load balancing and staffing requirements in proactively, in real-time, and historically
• Coach, train, and evaluate Workforce Management Team members and ensure the team is adequately staffed with skilled resources 

Experience requirements

• At least 2 years of relevant experience
• Sound technical knowledge of MS office products
• Planning and Organizational skills
• Ability to work under pressure
• Attention to detail
• Demonstrated ability to analyze and interpret data
• Commitment to ownership and accountability
• Demonstrated ability to draw on diverse range of information and to be able to formulate a proper conclusion for the management of operational risks and business objectives
• Strong negotiation, analytical, commercial awareness and problem-solving skills
• Well-developed technical skills, MS Office products and Call Center technologies
• Excellent verbal and written communication skills

Education requirements

• A bachelor's degree in Computer Science or Information Technology, plus related work experience, is required

Please click the APPLY button or contact Ms.Quynh Chu at +84 377 702 104 or quynh.chu@adecco.com to discuss further

Contact Person

•   Quynh Chu
•  Adecco