Workforce Management Analyst

customer service | Dipost 10 bulan yang lalu


Industri : internet

Fungsi : customer service


<div>About Us</div><div><br></div><div>Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.&nbsp;</div><div>&nbsp;</div><div>Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.</div><div><br></div><div>Why Grab?</div><div><br></div><div>Grab doesn't hire workers. We hire rebels who are against mediocrity - imaginative self-starters who believe in a social mission. When you are hired at Grab, you are expected to hit the ground running. As a member of our GrabFamily, not only will your skillsets be capitalized but you will also develop your untapped potential and be inspired with some of the most amazing minds in the industry. Our team consists of young but experienced individuals who are tenacious and energized by the fact that we exist to make a change - a change that has made a societal impact in Southeast Asia. </div><div><br></div><div>Join us at Grab, where work makes a difference.</div><div><br></div><div>The Workforce Analyst directly reports to the Regional Workforce Management Supervisor and will manage all aspects of contact centre's efficiency and resource utilization for our Customer Experience operations on a much wider scope. It is a senior level position equivalent to an in-country supervisor. The Analyst will oversee and ensure our ability to meet the Service Level Expectations while maximizing agent utilization. This role focuses on deeper analysis of contact centre trends, including multi-channel contact volumes, track and report contact activity patterns, staff productivity, and resource allocation. The role provides a more in-depth approach on critical issues and the systems and processes of the Customer Experience department as a whole. The Analyst will work with multiple Skill Groups within the contact centre to monitor real-time productivity and schedule adherence, analyses centre and agent historical performance, generates real-time reports, optimizes and manages schedule changes. </div><div>&nbsp;</div><div>The role directly liaises between the Customer Experience heads, deputies and other managing/supervisory roles of different departments across all regions to effectively drive performance to its optimum potential and implement queue management &amp; real-time schedule adherence.</div><div><br></div><div>Do challenges give you an adrenaline high? Does the word IMPOSSIBLE not exist in your vocabulary? We’re looking for a Workforce Analyst to join our Indonesia Customer Experience team as we are experiencing tremendous growth across the region.</div>


IN YOUR ROLE AS AN ANALYST, YOU WILL:<ul><li>Work directly with the vendors and customer experience team across all regions to build staffing strategies that take into account all possible variables that may affect staffing and contact volume projections;</li><li>Monitor and analyse call and email arrival patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency;</li><li>Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information;</li><li>Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency;</li><li>Prepare and disseminate timely and accurate reports to customer experience management and other vertical leads as needed;</li><li>Proactively monitor associate contact behaviours, efficiency, and availability and report deficiencies to customer experience team in real-time.</li></ul><br>AS OUR IDEAL CANDIDATE, YOU HAVE:<ul><li>A recognized Bachelor’s degree;</li><li>At least 3 – 5 years experience in workforce management (inclusive of 3 years scheduling and RTA, and 2 years worth of experience in reports and analytics);</li><li>Strong familiarization with call center systems, WFM platforms (eWFM, IEX, Blue Pumpkin, etc…), ACD platforms (Avaya systems and relevant software), Cloud and other Reporting platforms (Cognos, Crystal Reports, Salesforce, Zendesk, etc.);</li><li>Proven track record in relation to forecasting, scheduling, real-time analysis, and reporting;</li><li>Proven ability to communicate effectively with all levels of management and associates;</li><li>Advanced knowledge of MS office specifically MS Excel;</li><li>Ability to develop and maintain management complex reports;</li><li>Knowledge of Call Center technologies, operations,and metrics;</li><li>An Excellent organizational, verbal and written communications.</li></ul><br>PEOPLE IN THE OFFICE SAY:<ul><li>Adhitya Lestary, Customer Service - “Grab is more than a workplace. When you work at Grab, you will find your new family, and have an inspiring team like what I have. I feel very inspired communicating everyday with our passengers and drivers, lending them support whenever they need our help. This is my passion and I love to work in this amazing company!”</li><li>Arqyreqta Lukman, Loyalty and Retention -“In Grab, I feel a warm and friendly work atmosphere that nurtures the passion of our daily engagements. Grab taught me how to deal with our stakeholders in a way I’ve never done before, pushing me out of my comfort zone. I know there's a lot more to learn, and I am looking forward to the challenge!”</li></ul><br>OUR PERKS:<ul><li>Learn a new language - Meet and befriend our regional family members across Southeast Asia!</li><li>Meet a diverse group of young professionals - Our GrabFamily members consist of young, exuberant, and passionate people who have a diverse spectrum of interests. To put it bluntly, we definitely ain’t a boring bunch!</li><li>Make an actual difference - You will not only be changing the way people move but the lives of everyday people.</li><li>Casual Fridays everyday! - That’s right, your skinny jeans and those Converse sneakers can be worn everyday.</li><li>Learn and work with the best! - Rub shoulders with some of the most talented head honchos in the industry and learn invaluable experiences from them!</li></ul>

Keahlian yang dibutuhkan

Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.


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