About the job Workforce Lead (IT Background)
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.
- JD: https://www.careers-page.com/gear-inc-2/job/QWR4W3R9
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.
Key skills and experience
- 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.
Benefits
1. Salary and Benefits
- Attractive salary, night shift allowance and annual salary review;
- Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
- Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
- Annual health check, annual flu vaccination;
- Summer vacation (Paid days off and bonus);
- Paid leave (12 days/year).
2. Working Environment
- 5 shifts per week amounting to 40 hours (Monday-Sunday), arranged by the company;
- International, fun, and professional working environment: Working closely with both experienced Vietnamese, foreign experts and managers to promote services all over the world;
- An open and honest culture where people are valued, treated fairly and trusted and empowered;
- Modern hardware (Laptop and other equipments provided);
- Free drinks (coffee, tea, etc.);
- Nap room for a quick rest;
- Training and career development opportunities: Continuous and professional training to fully develop your potential.
Working Location: Thanh Khe, Da Nang.
All interested candidates are welcome to apply. Please send your English resume expressing your interest to us at jobs@gearinc.com with subject: DNJ – WF Lead - Fullname.
Please note that due to the high volume of applications we receive, only shortlisted candidates will be contacted by our HR team.