职位：人力管理专员

部门：MIS 管理信息系统

Job Description:
Provides consistent and accurate call volume forecasts for the call center.
Creates work schedules that cover 24-hour staffing needs and effectively uses all resources to ensure service level goals are met.
Tracks, analyzes and manages the forecasting variables within the call center and the impact of special circumstances, and coordinates staff schedules.
Alerts and updates call center management in a timely fashion on intra-day performance progress and impacts; and makes recommendations on alternative work schedules as required.
Provides impact analysis to department management and other business and support areas of the company.
Communicates effectively both verbally and written (as well as interactively through various technologies) with management and customer service representatives.

Requirement:
· College degree and above.
· Around 1 year experience in statistical and forecasting methodologies and workforce management practices
· In-depth understanding of call-center workforce forecasting and scheduling
· Strong knowledge of statistical analysis techniques and applications (Access, Excel, PowerPoint, CMS, Avaya, etc.)
· Strong demonstrated customer service orientation
· Ability to work independently or as a team
· Ability to set priorities, handle multiple tasks and responsibilities, and meet deadlines
· Good command of English in writing and reading.

If you are interested in being considered for the position, please apply through our career page at https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=en in English or https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=zh-CN in Chinese.

如对花旗职位感兴趣，请点击登录我们的招聘网站直接申请。进入英文网站申请，请登陆https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=en；进入中文网站申请，请登录https://citi.taleo.net/careersection/2/jobsearch.ftl?lang=zh-CN。

恕不接受经由其它方式提交的求职申请。

花旗金融信息服务（中国）有限公司广州分公司是花旗金融信息服务（中国）有限公司在广州设立的分支机构，成立于2012年5月25日。其主要经营以承接服务外包方式提供数据处理、后台业务操作、技术支持、客户服务及相关支援服务。主要经营收入以向海外花旗银行提供的数据处理、后台业务操作、技术支持、客户服务及相关离岸服务外包收入为主，以美元外汇结算。