Workflow Manager

募集要項

仕事内容

●Responsible for the design，implementation，and management of a non-conventional，just in time workforce model to optimize full-time and part-time staffing capabilities while managing trade-offs between Customer Experience/Service Levels，Employee Experience，and Cost Effectiveness;consistent with Lean practices and Six Sigma principles.
●Leverage existing technologies and as necessary explore alternative solutions specific to tools，technologies，and reporting to support successful implementation and execution of virtual workforce model.Requires collaboration with internal technical，security，and leadership teams ensure systems and processes are lean，accurate，and user ・friendly for employees，managers，and other internal customers.Explore opportunities to integrate staffing systems and automate manual processes，i.e.internal payroll systems，shift bids，etc.
●Develop workflow metrics reporting templates，including real-time dashboards and daily，weekly，and monthly report，includes establishing key workflow metrics to measure success and proactively identify emerging issues and trend variances (Volumes by interval，SL，Answer Time，AHT，issue codes，etc.).
●Manage Service Level Agreements through phone，email，and chat by monitoring systems and providing real-time workflow recommendations and directives to maintain acceptable service levels.
●Develop highly flexible staffing models to leverage both full-time and part-time associates based on data analysis and statistical tools.
●Mitigate capacity risks by managing dependencies across multiple operating units.Clearly communicate dependencies and manage/track exceptions.
●Lead and participate in global customer service projects and initiatives.S/he will own providing optimal CS solutions for upcoming initiatives.

経験・資格

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●Basic Qualifications
-Bachelor’s Degree in a quantitative field (engineering，economics，math，statistics)or degree in a related field (i.e.，Business Management)and relevant experience at this company
-2+years successful experience in Operations with demonstrated progressively increasing responsibility，and 2+years’experience managing workflow systems /teams in a complex，multiskill call center.
-Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization.
-Demonstrated success in full lifecycle project management involving complex systems，multiple variables and “moving parts，”and various stakeholders in a highly ambiguous environment.
-Advanced knowledge of Excel，strong presentation skills，and the ability to motivate and inspire large groups of people are a must
-Proficient in call center workforce management software and Excel
-Strong commitment to exceptional customer experience，and a high level of dedication，enthusiasm，motivation，and persuasive ability in a team and cross-functional environment.
●Preferred Qualifications
-MBA or Master’s degree in a related field preferred
-Deep analytical experience in Customer Service or Operations including working knowledge of Six Sigma tools，Lean techniques ，and SQL
-Operations Research or Capacity Planning experience of chat，phone，and email strongly preferred
-Prior experience as a “manager of managers”
-Excellent speaking-listening-writing skills，attention to details，proactive self-starter.
-Demonstrated ability to meet tight deadlines and prioritize workloads.
-Exceptional influencing and leadership skills
-Thrives in a fast-paced，multi-tasked，high-energy environment with unrelenting passion for excellent customer service.

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勤務地

東京都

Recruiting No.

02006454000428

企業情報

社名

外資系インターネットサービス企業

事業内容

インターネットサービス