Tasked to oversee and maximise the production hours, nationwide, for all our Language Call Centres. Your duties are to assess, analyse and report on employee / language consultants productivity schedules. Also ensuring that the fulfilment of each salary profiled hours each day. This role is to determine best to utilize the daily workforce and skills of each employee ensuring schedules and revenue targets and maintained at an optimal level.
This role will report to the Managing Director
Typical day may include:
- Ensure accurate booking of consultant on all platforms
- Forecast staffing needs required, considering centre volume and headcount requirements
- Ensure schedules are continuously updated and shared with the respective stakeholders
- Ensuring real-time scheduling and process time-off requests
- Generate reports to show changes to productivity or performance
- Provide updates on process efficiency to Centre Manager
- Ensuring daily adjustments to the master schedules are captured in real-time
- Assisting with substitute tutors on various platforms
- Creating and maintaining a workforce / headcount master for scheduling purposes
- Recording of active / non-active headcount
- Sourcing of additional tutors alongside operations team
- Communicating with operations team on any scheduling challenge
- Maintaining the centre’s Revenue performance reports and send to CM’s and MD every Monday
- Communicating projected booking schedules for each month in advance
- Receiving all allocations and maximising the schedules in accordance with allocation / profile
- Managing the internal bookings email inbox
- Assist with queries relating to schedules / shift changes, etc
- Assist with booking of new trainees live sessions within the training cycle
Qualifications we look for:
- Relevant Degree
- 5 years workforce planning management experience
This ideal candidate has advanced and specialized expertise, typically developed through a combination of job-related and considerable work experience. May act as a lead, coordinating and facilitating the work. Works autonomously within established procedures and practices. May support the development and innovative solutions to complex problems.
Desired Skills:
- Planning & Organising
- Scheduling
Desired Work Experience:
- 2 to 5 years Business Development
Desired Qualification Level:
- Degree
About The Employer:
National Corporate, global leader in Online Tutoring.