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職位描述 / Job Description:
1.制定服務(wù)運(yùn)營(yíng)報(bào)告，客觀真實(shí)地呈現(xiàn)運(yùn)營(yíng)結(jié)果。
Tabulate service operation reports, presenting operational results objectively and truthfully.
2.修訂客戶支持中心的目標(biāo)，建立相應(yīng)的數(shù)據(jù)指標(biāo)與監(jiān)控模型。
Revise Customer Support Center objectives, establish corresponding data metrics and monitoring models.
3.維護(hù)并分析關(guān)鍵數(shù)據(jù)指標(biāo)，為客服中心運(yùn)營(yíng)與項(xiàng)目發(fā)展提供建議。
Maintain and analyze key data metrics, providing suggestions for Customer Support Center operations and project development.
4.通過(guò)深度統(tǒng)計(jì)分析，持續(xù)優(yōu)化部門運(yùn)營(yíng)，發(fā)現(xiàn)問(wèn)題并提供預(yù)測(cè)與預(yù)警。
Continuously improve departmental operations through deep statistical analysis, identifying issues and providing predictions and early warnings.
5.支持各類報(bào)表的設(shè)計(jì)與創(chuàng)建。
Provide support in designing and creating various types of reports.
6.為各團(tuán)隊(duì)的有效分析與報(bào)告提供優(yōu)化解決方案。
Propose better solutions for effective analysis and reporting across teams.
7.主導(dǎo)自動(dòng)化項(xiàng)目，減少報(bào)表與數(shù)據(jù)整合工作量。
Lead automation projects to reduce the workload of report generation and data consolidation.
8.必要時(shí)開發(fā)新工具。
Develop new tools when necessary.
9.從人力管理角度支持達(dá)成服務(wù)水平和效率目標(biāo)。
Support achieving service level and efficiency targets from a workforce management perspective.
10.實(shí)時(shí)監(jiān)控服務(wù)水平并向服務(wù)團(tuán)隊(duì)提供建議。
Monitor service levels in real-time and provide suggestions to the service team.
11.與團(tuán)隊(duì)主管密切合作，根據(jù)預(yù)測(cè)計(jì)劃持續(xù)監(jiān)控人員動(dòng)態(tài)。
Work closely with team leaders to constantly monitor staff movements in line with forecast plans.
12.實(shí)施改進(jìn)措施以確保達(dá)成服務(wù)級(jí)別協(xié)議（SLA）。
Implement improvement measures to ensure SLAs are well-met.
13.使用人力管理工具開發(fā)并維護(hù)全面的預(yù)測(cè)與排班模型，預(yù)測(cè)呼叫量、制定人員需求并生成排班表。
Develop and maintain comprehensive forecasting and scheduling models using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules.
14.協(xié)調(diào)并促進(jìn)與其他部門團(tuán)隊(duì)的協(xié)作，以納入影響預(yù)測(cè)與人員安排的活動(dòng)。
Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities.
任職資格 / Qualifications:
1.本科及以上學(xué)歷。
Bachelor’s degree or above.
2.良好的英文書面與口語(yǔ)能力，可流利溝通，有海外生活背景者優(yōu)先。普通話流利。
Good written and spoken English, fluent communication skills; overseas living background is preferred. Fluent in Mandarin.
3.具備好奇心、主動(dòng)性、務(wù)實(shí)精神和以解決方案為導(dǎo)向的態(tài)度，堅(jiān)持“使命必達(dá)”。
Must be curious, proactive, practical, solution-oriented, with a "Get it done!" attitude.
4.熱愛(ài)數(shù)據(jù)，善于處理數(shù)字；樂(lè)于在國(guó)際化多元文化環(huán)境中工作，分析海量用戶行為數(shù)據(jù)。
Data-savvy and love crunching numbers; enthusiastic about working in an international, multicultural company and analyzing large-scale user behavior data.
5.能夠并愿意基于數(shù)據(jù)提出觀點(diǎn)與改進(jìn)建議，以提升客戶體驗(yàn)。
Able and willing to share opinions and propose ideas to improve operations based on data, impacting customer experience.
6.注重細(xì)節(jié)，致力于保障數(shù)據(jù)完整性。
Attentive to detail and committed to data integrity.
7.具備儀表盤/數(shù)據(jù)可視化軟件使用經(jīng)驗(yàn)。
Experience with dashboard/visualization software.
8.具備大型資本項(xiàng)目經(jīng)驗(yàn)（業(yè)主方或承包商），有項(xiàng)目管理或項(xiàng)目控制角色經(jīng)驗(yàn)者優(yōu)先。
Experience in major capital projects for either an owner or contractor, ideally in a project management or project control role.
9.熟練使用Excel進(jìn)行建模，并有管理大型數(shù)據(jù)庫(kù)的經(jīng)驗(yàn)。
Proficient in Excel modeling; experience managing large datasets with databases.
10.具備服務(wù)交付、項(xiàng)目管理與變革管理經(jīng)驗(yàn)。
Experience in service delivery, project management, and change management.
11.能夠在國(guó)際團(tuán)隊(duì)中良好協(xié)作。
Ability to operate effectively within an international team.
12.理解預(yù)測(cè)的復(fù)雜性，能夠制定適應(yīng)變化的穩(wěn)健計(jì)劃。
Understands the intricacies of forecasting and knows how to build robust plans that accommodate variations.
13.能在壓力下工作，積極主動(dòng)，自我驅(qū)動(dòng)。
Ability to work under pressure; proactive and self-motivated.