職位：人力管理專員

部門：MIS 管理信息系統(tǒng)

Job Description:
Provides consistent and accurate call volume forecasts for the call center.
Creates work schedules that cover 24-hour staffing needs and effectively uses all resources to ensure service level goals are met.
Tracks, analyzes and manages the forecasting variables within the call center and the impact of special circumstances, and coordinates staff schedules.
Alerts and updates call center management in a timely fashion on intra-day performance progress and impacts; and makes recommendations on alternative work schedules as required.
Provides impact analysis to department management and other business and support areas of the company.
Communicates effectively both verbally and written (as well as interactively through various technologies) with management and customer service representatives.

Requirement:
· College degree and above.
· Around 1 year experience in statistical and forecasting methodologies and workforce management practices
· In-depth understanding of call-center workforce forecasting and scheduling
· Strong knowledge of statistical analysis techniques and applications (Access, Excel, PowerPoint, CMS, Avaya, etc.)
· Strong demonstrated customer service orientation
· Ability to work independently or as a team
· Ability to set priorities, handle multiple tasks and responsibilities, and meet deadlines
· Good command of English in writing and reading.

If you are interested in being considered for the position, please apply through our career page at https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=en in English or https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=zh-CN in Chinese.

如對(duì)花旗職位感興趣，請(qǐng)點(diǎn)擊登錄我們的招聘網(wǎng)站直接申請(qǐng)。進(jìn)入英文網(wǎng)站申請(qǐng)，請(qǐng)登陸https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=en；進(jìn)入中文網(wǎng)站申請(qǐng)，請(qǐng)登錄https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=zh-CN。

恕不接受經(jīng)由其它方式提交的求職申請(qǐng)。

花旗金融信息服務(wù)（中國）有限公司廣州分公司是花旗金融信息服務(wù)（中國）有限公司在廣州設(shè)立的分支機(jī)構(gòu)，成立于2012年5月25日。其主要經(jīng)營以承接服務(wù)外包方式提供數(shù)據(jù)處理、后臺(tái)業(yè)務(wù)操作、技術(shù)支持、客戶服務(wù)及相關(guān)支援服務(wù)。主要經(jīng)營收入以向海外花旗銀行提供的數(shù)據(jù)處理、后臺(tái)業(yè)務(wù)操作、技術(shù)支持、客戶服務(wù)及相關(guān)離岸服務(wù)外包收入為主，以美元外匯結(jié)算。