Workforce Management Leader

Working Location: Thanh Khe, Danang, Vietnam

Job Description:

• Able to analyze trends and patterns on volume injection to accurately forecast potential need in class requisition;
• Good knowledge in data trends and patterns in schedule adherence and identify behavioral trends that impacts operational performance overall;
• Continuously analyze reporting, staffing, and scheduling procedures for maximum efficiency;
• Establish and maintain operational reporting: Reports include but are not limited to, real-time and historical reporting on volumes, service performance, staffing, and historical trends;
• Proactively maintain continuous internal communication with staff, managers, and directors regarding load balancing and staffing needs, in real-time, and historically;
• Lead meetings with management to assess performance and identify and mitigate risks;
• Coach, train, and evaluate team members;
• Manage the team to ensure service level standards are consistently met;
• Oversee intraday management of real-time scheduling and workload management to meet service-level requirements;
• Make decisions and provide solutions on certain Operational challenges impacting staffing and scheduling.

Requirements

• At least 1 year relevant experience as Planner and Scheduler;
• Having leadership experience is a plus;
• Planning and Organizational skills;
• Ability to work under pressure;
• Attention to detail;
• Good understanding of effective scheduling, planning and seat planning;
• Commitment to ownership and accountability;
• Analytical skills on data trends, volume patterns and forecasting of potential class requisition based on client requirements;
• Strong knowledge in Capacity Planning;
• 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;
• Willing to work shifting hours, weekends and public holidays.

Benefits

1. Salary and Benefits

• Attractive salary and benefits (Competitive Basic Salary, Lunch Allowance, End of Year Bonus) and annual salary review;
• Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
• Extra bonus for personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
• Annual health check, annual flu vaccination;
• Summer vacation (Paid days off and bonus);
• Paid leave (12 days/year).

2. Working Environment

• Flexible working hours, we work 40 hours per week (Monday-Friday);

• International, fun and professional working environment;
• Standing desks if you like, modern hardware;
• No dress code;
• Free drinks (coffee, tea, etc.);
• English working environment;
• Training and career development opportunities;
• Free in-house gym and game room for everyone. We love board games, video games, PS5, ping pong.

All interested candidates are welcome to apply. Please send your English resume expressing your interest to us. Please note that due to the high volume of applications we receive, only shortlisted candidates will be contacted by our HR team.