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RTA-现场管控专员 - 民宿平台

Date: 04-Oct-2020

Location: CN

Company: TDCX

Are you a RTA-现场管控专员 Rockstar who wants to be part of our team for one of the biggest Hospitality Account in the world? Are you passionate, driven, and can deliver outstanding customer service experience?


Top reasons to work here:

  • Above-industry average salary
  • Standard nsurances starting on day one
  • Monthly performance bonuses upon regularization
  • Night differential rate (higher than the industry average!)
  • 5 days paid sick leave, 7 days paid annual leave
  • Premium & Instagrammable workspaces
  • flexible off days per week
  • Free overflowing coffee and cookies
  • Learning courses to help you grow
  • Career development programs
  • Engagement activities like free food day, raffles, birthday treats, anniversary gifts, contests and much more


What is your mission?

As a RTA-现场管控专员 you will be working with our Hospitality Account  to deliver #happier customer experience. You will provide End to End responsibility of Client and Internal Reporting, resource managementprovide Root Cause Analysis for SL deviations. 


You are also required to perform these job functions:

  • Responsible for delivering against Client SOWs and SLAs – Must have in depth knowledge of call center and back office operations and metrics like Grade of Service to FTE requirement ratios, productivity and utilization drivers, different billing environments etc. 
  •  Efficient utilization plans for both voice and data projects through Efficient scheduling and cross utilization. 
  • HC, seats and PC consolidation and planning for the projects. - Support to Project OM/DPE for data Analysis and improvement projects. 
  • Supporting the WFM Manager on improvement and cost reduction projects. 
  • Supporting Project Managers in identification, measurement and Internal Reporting of KPIs. 
  • Understanding the Information Management system in place and Providing better solutions for effective Analysis and Reporting which is specific to every project.
  • Timely and accurate Reporting of all Internal and Client metrics to the local and global Management teams  


Who are we looking for?

  • Understanding the BPO industry, understanding on all call center related Metrics is preferred. 
  • Working experience as a WFM/Scheduling/Capacity Planning Specialist in call center industry is preferred.
  • At least 1 year experience on data analysis and reporting works. - Excellent Knowledge of MS Excel, Powerpoint, etc, and good data analysis skill base on the raw data.
  • Good English, experience working in various working culture and working environment & understand their regional accents of English.  

Job Segment: Consulting, BPO, Data Analyst, Call Center, Technology, Operations, Data, Customer Service