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Job Details

City:
Mandalay
Job Location:
Myanmar
Contract Type:
Full time
Job category:
Management

Company Details

Company industry:
Telecommunications Services
Company Type:
Employer (Private Sector)
No. of Employees:
501-1000

Preferred Candidate

Career level:
Manager (supervisor of staff)
Degree:
Bachelor's degree
Minimum years of experience:
5-7 years

Professional Skills

Forecasting, Reporting & Scheduling Manager

Language Skills

English

Job Description

The focus of the role is on the preparation of budgets, planning of staffing forecast and schedules for the contact centre. To manage the scheduling of people throughout the Contact Centre in such a way as to resource the fluctuating call volumes whilst accommodating the need to deliver outstanding customer service, maintain commercial reality and recognise the importance of a disciplined but fair approach in managing work patterns of teams and individuals.

Context:

Business Support is a critical differentiator of OM’s business strategy.

This role is integral in ensuring that the operation of contact centre has up to date forecasting & scheduling, main service level and how to meet the target of contact center operation that need to be supported..

C. ROLE ACCOUNTABILITIES:
Workforce Management

To manage the Workforce management processes and procedures to ensure adequate manpower staffing for the contact centre and the right schedule
Implement appropriate tools and solutions to consistently provide schedules and staffing for the contact centre as required
To design, in co-operation with Managers an appropriate scheduling platform for the Contact Centre.
To liaise with other departments in OM in order to identify initiatives or situations that will impact on present and future call patterns.
To management and maintain our SLA within the target.
To continuously monitor call patterns and call centre statistics to evaluate schedules in relation to customer service and financial considerations.
To liaise with Team Leaders to ensure team events can be accommodated within the schedule.
To inform Contact Centre Management of all changes in schedules and develop a communication procedure to manage individual requests.
To manage an accurate record of attendance for every individual in the Contact Centre and alert management to exceptional situations.
To manage WFM team to get the right schedule with our calls pattern including leave management
To give daily , weekly and monthly report to management about for scheduling and give suggestion to improve workflow
To develop ,maintain and forecast for manpower planning
As a SPOC/project owner for BS projects
Maintain project logs detailing project progress and discussion with management
Take part in testing as required for product and project launch
Team working, coaching, guiding

Works as part of the Customer Experience team
Close liaison with Contact centre Management, Training and other related department such as IT, MKT, etc..
Business impact of role

Attention to detail is vital and any error in data on reports could lead to inappropriate or incorrect action taken by the management team ( ie: poor manpower planning, incorrect reporting of KPIs to lead management )
Major decisions, those involving manpower management and identifying key customer problems could result in high manpower cost, poor customer satisfaction and loss revenue from customer churn
D. KEY PERFORMANCE INDICATORS:
Timely delivery of all schedules and forecasts for the Contact Centre to optimise service levels and budget
Timely delivery of all Key reports for Customer Experience WFM
Accuracy of data provided
Delivery of Workforce management process and procedures Proper administration and documentation of the Customer Experience budget

Position Requirements

Experience in workforce management concepts and tools : headcount calculation, scheduling, budgeting
Experience in Workforce Management tools
Proven analytical and numerical skills
Attention to detail in addition to developed project management skills
Good communication skills
Strong team player, with sense of commitment , ability to communicate, influence and persuade at all organizational levels
At least 4-5 years experiences in a similar position preferably in the telecommunication industry
Contact centre experience an asset
Bachelor degree from University

About the Company

About Ooredoo Myanmar 

Ooredoo, the mobile telecom operator bringing crystal clear voice calls and fast internet to Myanmar, announced the availability of its life-enriching services in August 2014.  In June 2013 Ooredoo was awarded a licence to operate in Myanmar. The past twelve months have been spent laying the foundations for Ooredoo to become an integral part of the nation’s daily life.  Ooredoo Myanmar offers a wide range of life-enriching, exciting and customer-friendly mobile communication services through its next generation network.  These services provide a platform for human growth and empowerment and are designed to help people achieve their full potential and businesses run more efficiently. 

အူရီဒူး ၿမန္မာ၏ အေၾကာင္း 

အားလံုးအတြက္ ၿမန္ဆန္ေသာ အင္တာနက္နွင္႕ ၾကည္လင္ၿပတ္သားေသာ အသံတို႕ကို ယူေဆာင္ လာေပးသည္႔ အူရီဒူူးၿမန္မာသည္ လူေနမႈဘဝမ်ား တိုးတက္ ေကာင္းမြန္ေစမည္႔ ဝန္ေဆာင္မႈမ်ားကို  ၂၀၁၄ ၾသဂုတ္လတြင္  စတင္ ေပးအပ္ခဲ႔ ပါသည္။ ၂၀၁၃ ဇြန္လတြင္ ဆက္သြယ္ေရးလိုင္စင္ ရရိွၿပီးေနာက္ တစ္နွစ္တာကာလအတြင္း Ooredoo သည္ ၿမန္မာတို႔၏ ေန႔စဥ္ဘဝမ်ားတြင္ အေရးပါေသာ အစိတ္အပိုင္းတစ္ရပ္အျဖစ္ ပါဝင္ခြင္႔ ရနိင္ရန္ အေၿခခံ အုတ္ၿမစ္ ခ်လုပ္ငန္းမ်ားကို ေဆာင္ရြက္ေနခဲ႕ပါသည္။ အူရီဒူးျမန္မာ၏ ဝန္ေဆာင္မႈမ်ားသည္ မ်ိဳးဆက္သစ္ 3G ကြန္ရက္ကို အသံုးၿပဳထားသၿဖင္႔ ၿမန္မာတို႔ ၏လူေနမႈဘဝမ်ား တိုးတက္ ေကာင္းမြန္ေစမည္အၿပင္ စိတ္လႈပ္ရွားဖြယ္ရာမ်ား ျပည့္နွက္ေနေသာ သံုးစြဲရလြယ္ကူသည္႔ ဆက္သြယ္ေရးစနစ္ ၿဖစ္ပါသည္။ ထိုဝန္ေဆာင္မႈ မ်ားသည္ ၿမန္မာတို.၏         တစ္ဦးခ်င္း စြမ္းရည္မ်ား တိုးတက္ ဖြံ႕ၿဖိဳးလာရန္၊ စီးပြားေရးလုပ္ငန္းမ်ား ေကာင္းမြန္စြာ လည္ပတ္ ႏိုင္္ရန္  မ်ားစြာ အေထာက္အကူေပးပါမည္။

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