Recruitment for WFM cum Report Manager at HR1Vietnam Holdings

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Salary:

To 3500 USD
Experience:

Over 3 year(s)
Job type:

Permanent
Level:

Manager
Industry:

Customer Service , Executive / Management
Work location:

Hồ Chí Minh

Job Description

Analyzing call trends to identify operational opportunities and proactively implementing solutions.
Reviewing and analyzing performance reports, distributing them to relevant stakeholders, and leading action planning based on insights.
Building and maintaining strong relationships with both internal and external stakeholders, ensuring timely and accurate delivery of information.
Designing, building, and maintaining dialer campaigns, calling lists, filters, and reports to extract performance and compliance data.
Troubleshooting dialer issues and communicating effectively with management to resolve them.
Ensuring optimal dialer functionality and data utilization to meet service level goals and maximize efficiency.
Monitoring agent activity within the dialer system to optimize productivity and ensure adherence to company policies and relevant regulations.
Overseeing internal and external reporting and analytics for Member Services, providing real-time support to team leaders to maximize agent performance and achieve KPIs.
Collaborating with the technical team to resolve any issues and ensure smooth operations.
Setting up new campaigns and continuously improving performance by implementing effective strategies.
Preparing performance reports and providing coaching and development to team members based on strengths and areas for improvement.

Job Requirement

Minimum 3 years of experience in managing a report team and strong knowledge of workforce management principles.
Experience in a Call Center environment is highly preferred.
Exceptional multitasking abilities, meticulous attention to detail, and proven project management and organizational skills.
Advanced proficiency in Microsoft Excel, including data organization, analysis, import/export functionalities, and experience with pivot tables and Power BI.
Strong presentation and communication skills, both written and verbal.
Excellent interpersonal skills and the ability to provide leadership, direction, motivation, and development opportunities to build and lead high-performing teams.

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HR1Vietnam Holdings

Company size:

100 - 499
Address:

12th Floor HDTC BUILDING, 36 Bui Thi Xuan Str., Ben Thanh Ward, Dist.1, HCM City, Hồ Chí Minh
Website:

www.hr1vietnam.com

HR1Vietnam Holdings has over 10 years of experience and has been nationally well-known as the Leading professional recruitment Firm and trusted in the market.

HR1Vietnam Holdings with more than 200 professional consultants nationwide, specializes in recruiting professionals in different positions for multiple organizations around Vietnam and APAC, connects with highly qualified Candidates for specialists, mid to senior level and executive level positions.

HR1Vietnam Holdings is a one-stop dynamic HR services provider to support our Clients on every step of their way to grow.

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