Job description
亮点 / Highlights: 国内头部互联网背景正编岗，国际化的工作内容，高速发展的业务，晋升机会丰富
岗位职责 / Duties: WFM专员将承担排班计划制定与实时运营监控的双重职责。需具备较强的数据敏感度、计划能力与应变能力，能够确保人力资源与业务需求的匹配，并在实际运营中快速响应突发变化，保障服务质量稳定达标 排班相关： • 基于历史数据、预测结果及业务需求，制定周排班与月排班计划； • 考虑轮休、节假日、技能配置等因素，确保资源合理覆盖业务高峰时段； • 协调员工的调休、请假、培训和会议安排，并及时更新排班系统； • 与HR、运营、培训以及供应商等部门保持沟通，获取新的人力信息并同步排班调整； • 定期回顾实际出勤与预测差异，为预测与排班模型持续优化提供数据支持。 实时监控相关： • 实时监控各渠道（电话、聊天、邮件等）服务水平、排队情况、出勤状况； • 根据实时运营情况调整员工状态（如技能切换、临时换岗、延时/提前下班等）； • 识别并应对突发事件，如话务高峰、系统异常、大面积缺勤等，快速响应并通报； • 输出小时级/半小时级/15分钟级运营监控报告，向协调现场主管及时同步风险与建议调整措施； • 与预测团队和数据团队合作，对比预测与实时数据差异，提升精准度
The WFM Specialist will be responsible for both shift scheduling and real-time operations monitoring. This role requires strong data sensitivity, planning capability, and adaptability, to ensure that human resources match business needs and to respond quickly to unexpected changes in actual operations, thereby ensuring stable service quality. Scheduling-related: Develop weekly and monthly shift plans based on historical data, forecasting results, and business needs; Consider factors such as rotating shifts, holidays, and skill configuration to ensure reasonable resource coverage during business peak periods; Coordinate employees' time-off, leave, training, and meeting schedules, and update the scheduling system in a timely manner; Maintain communication with HR, Operations, Training, and vendors to obtain the latest staffing information and adjust schedules accordingly; Regularly review the differences between actual attendance and forecasts, and provide data support for continuous optimization of forecasting and scheduling models. Real-time monitoring-related: Monitor service levels, queue status, and attendance conditions across all channels (calls, chats, emails, etc.) in real-time; Adjust employee status based on real-time operation conditions (e.g., skill switching, temporary reassignment, extended/early shifts, etc.); Identify and respond to unexpected events, such as call volume spikes, system failures, and large-scale absenteeism, quickly and report them; Produce hourly/half-hourly/15-minute-level operational monitoring reports and promptly share risks and suggested adjustments with on-site supervisors; Work with the forecasting and data teams to compare forecasted and real-time data differences to improve accuracy.