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職位描述 / Job Description:
1.制定服務運營報告，客觀真實地呈現(xiàn)運營結(jié)果。
Tabulate service operation reports, presenting operational results objectively and truthfully.
2.修訂客戶支持中心的目標，建立相應的數(shù)據(jù)指標與監(jiān)控模型。
Revise Customer Support Center objectives, establish corresponding data metrics and monitoring models.
3.維護并分析關鍵數(shù)據(jù)指標，為客服中心運營與項目發(fā)展提供建議。
Maintain and analyze key data metrics, providing suggestions for Customer Support Center operations and project development.
4.通過深度統(tǒng)計分析，持續(xù)優(yōu)化部門運營，發(fā)現(xiàn)問題并提供預測與預警。
Continuously improve departmental operations through deep statistical analysis, identifying issues and providing predictions and early warnings.
5.支持各類報表的設計與創(chuàng)建。
Provide support in designing and creating various types of reports.
6.為各團隊的有效分析與報告提供優(yōu)化解決方案。
Propose better solutions for effective analysis and reporting across teams.
7.主導自動化項目，減少報表與數(shù)據(jù)整合工作量。
Lead automation projects to reduce the workload of report generation and data consolidation.
8.必要時開發(fā)新工具。
Develop new tools when necessary.
9.從人力管理角度支持達成服務水平和效率目標。
Support achieving service level and efficiency targets from a workforce management perspective.
10.實時監(jiān)控服務水平并向服務團隊提供建議。
Monitor service levels in real-time and provide suggestions to the service team.
11.與團隊主管密切合作，根據(jù)預測計劃持續(xù)監(jiān)控人員動態(tài)。
Work closely with team leaders to constantly monitor staff movements in line with forecast plans.
12.實施改進措施以確保達成服務級別協(xié)議（SLA）。
Implement improvement measures to ensure SLAs are well-met.
13.使用人力管理工具開發(fā)并維護全面的預測與排班模型，預測呼叫量、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)并促進與其他部門團隊的協(xié)作，以納入影響預測與人員安排的活動。
Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities.
任職資格 / Qualifications:
1.本科及以上學歷。
Bachelor’s degree or above.
2.良好的英文書面與口語能力，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、主動性、務實精神和以解決方案為導向的態(tài)度，堅持“使命必達”。
Must be curious, proactive, practical, solution-oriented, with a "Get it done!" attitude.
4.熱愛數(shù)據(jù)，善于處理數(shù)字；樂于在國際化多元文化環(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)提出觀點與改進建議，以提升客戶體驗。
Able and willing to share opinions and propose ideas to improve operations based on data, impacting customer experience.
6.注重細節(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。
Experience with dashboard/visualization software.
8.具備大型資本項目經(jīng)驗（業(yè)主方或承包商），有項目管理或項目控制角色經(jīng)驗者優(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進行建模，并有管理大型數(shù)據(jù)庫的經(jīng)驗。
Proficient in Excel modeling; experience managing large datasets with databases.
10.具備服務交付、項目管理與變革管理經(jīng)驗。
Experience in service delivery, project management, and change management.
11.能夠在國際團隊中良好協(xié)作。
Ability to operate effectively within an international team.
12.理解預測的復雜性，能夠制定適應變化的穩(wěn)健計劃。
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，自我驅(qū)動。
Ability to work under pressure; proactive and self-motivated.