Workforce Lead (Programming experience is welcome)

About the job Workforce Lead

Gear Inc. is looking for a Workforce Lead for our team in Danang. As a Site Supervisor, you will effectively evaluate business processes, anticipate requirements, uncover areas for improvement, and implement solutions and system enhancements through the business rule engine module. Provides day-to-day support for the originations, resolves issues affecting the organization, and ensures the successful execution of plan enhancements through close coordination with Operations.

Responsibility

• Involved in creating and managing employee schedules to ensure adequate coverage. Involves analyzing call volume data, forecasting staffing needs, and creating schedules that balance workload and employee preferences;

• Train new members with the WFM (Workforce Management) procedures and policies. Ensure new hires receive training on the company's WFM software, policies, and procedures;

• Evaluate members' performance and provide feedback. Involves setting employee goals to improve performance and regularly conducting performance evaluations;

• Develop and implement policies and procedures. Typically, these relate to managing a workforce;

• Improve WFM processes and procedures, identify areas for improvement and implement changes to optimize the efficiency and effectiveness of the workforce;

• Analyze data to optimize staffing levels and schedules. Use historical data and trends to predict future business volume, forecast future staffing needs, and create efficient and effective schedules;

• Work closely with other departments, such as customer service and operations, ensure staffing levels align with business goals and objectives;

• Provide high-level analysis every time there will be mishops in metrics.

• A bachelor's degree in Computer Science or Information Technology and related work experience are required;

• Minimum 2 years of experience in the same or similar role;

• Proficiency in programming or web developing languages such as HTML/HTML5, CSS/CSS3, and JavaScript/jQuery, PHP;

• Proficiency in MS Tools, Google Suite, Spreadsheet, Power BI, Data Studio, or other database management systems;

• Excellent communication and interpersonal skills;

• Detail-oriented with the ability to multitask in a fast-paced environment;

• Critical thinking skills;

• Problem-solving skills and the ability to remain calm under pressure;

• Ability to work flexible hours and shifts as needed.