Tokyo, Japan





Job ID


【Purpose of the job】 As a WFM executive in Call Center Operations, you will analyze and forecast contact volumes, AHT, impact events, occupancy, and contact center staffing trend to provide management information and make recommendations for the ideal staffing needs to support our daily activities. The role will build a working relationship with our vendor and make recommendations based on business forecasts and actual activities. They will drive the process that analyzes historical call trends to blend with our business activities and generate the workforce projections and hiring plans for the vendor operations. These staff plans determine how the contact center reacts in the short and long term to effectively respond to the operational demands of the business. This position will be responsible for the development of long term capacity plans and will provide accurate workload predictions budgeting and planning. 【Principal Accountabilities】 Contact Volume Forecasting : Accurate forecasts are key to helping the customer operations maintain a good customer experience. You are responsible for short and long term volume forecast for multi channels (phone, email, chat and SMS) by taking into replacement volume forecast, account historical propensity and commercial activity plans. Provide accurate budget settings based on the forecast. Also, you are responsible for managing volume and staffing to ensure optimal performance with the intent of achieving SL target. Optimize Customer Journey : A virtual assistant has the ability to answer every customer immediately, on voice and text channels, to facilitate a conversation to understand their needs and take the appropriate action. You may need to collaborate with the tech team both in our vendor side and PMJ to optimize parts of certain interaction upon our customer support. Voice bot and OCSG Qure are the one providing automated process toward our customers to resolve issues with less effort. Call Center WFM Management : In this role, it is essential to manage WFM team in our vendors. You will have weekly / monthly sessions with them and need to provide the forecast data. In order to maintain high performance in SL (Service Level), it is required for you to confirm capacity plan as well. Invoice Management : Intermediate between our vendor and internal departments in PMJ to ensure invoices are accurate and complete in accordance with the contractual budget, and track the payment for budget control of Call Center function. Data reporting : Manage tracking various performance data for cal center management in collaborate with venders. 【Education and Work Experience】 ・College/University ・2+ years experience in demonstrated call center workforce management and data analytics 【Skills / Function Specifics】 1. Passionate about improving customer care and enhancing consumer experience with consumer focus. 2. Strength in working on self-managed projects in conjunction with other departments 3. High degree of accuracy and ability to check one's own work 4. Strong problem-solving skills. 5. Able to work as a part of a dynamic team. 6. English communication skill - Conversation level