Description● 24 Hours Monitor call and text and schedule adherence to support the operations management team. The shared RTA will support during the hours specified in section
● 2 (Scope of Work) and Team Leader can extend support outside of the RTA hours.
● Support the operations in workload & capacity allocation.
● Gather data and documentation to plan long-range & short-term capacity/forecasting models.
● Completes post-mortem analysis to highlight areas of opportunities and planning adjustments weekly, monthly and yearly.
● Responsible in a Scheduling and/or Real-time capacity as needed.
● Responsible for forecasting the transaction and capacity needed in the future (long
terms)
● Based on daily monitoring, analyze the workforce management data, including contact volume, average handling time, non-productive time and service performance results to lead & execute on real-time strategy decisions to meet our contractual service level agreements and operational expense goals
Requirements - Candidates must possess at least a Diploma or a Bachelor's Degree.
- Ability to multitask, set priorities and manage time effectively
- Familiarity and experience with a smartphone, online shop and other online apps
- Detail-oriented person
- The candidate must have a service-oriented attitude
- An outgoing person who is friendly but remains professional
- Willingness to work on a shift, including working on a holiday
- Knowledge of customer service practices and principles
- A focused attitude for solving customer’s issues quickly and comprehensively
- Customer focus and adaptability to different personality types
- Ability to deal with stress and work pressure
- Native speaker for Korea with B1/B2 English skill
- Ability to multitask and highly adaptive to constantly changing environment Excellent oral, written and interpersonal communication skills
- Ability to effectively manage cross-functional projects. A strong customer-service oriented mindset sets the tone for team members
- Ability to provide quick solutions for operational issues
- Intermediate to advanced reporting skills
Benefits - HMO with 1 free dependent
- Life Insurance
- 20 PTO credits annually
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
- A laptop will be provided by the company