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Keeta是全球領(lǐng)先的外賣平臺美團(tuán)旗下獨(dú)立品牌，專注于國際市場的餐飲與商品即時(shí)配送服務(wù)，致力推進(jìn)全球市場的創(chuàng)新發(fā)展，實(shí)踐“幫大家吃得更好，生活更好”的公司使命。
不到一年，Keeta便成為中國香港外賣行業(yè)的領(lǐng)跑者。隨后我們快速進(jìn)入沙特阿拉伯，現(xiàn)已覆蓋20余城。隨著近期成功開拓卡塔爾、科威特和阿聯(lián)酋，我們正帶著同樣的速度與創(chuàng)新前往中東更多國家和巴西。
崗位職責(zé)
WFM專員將承擔(dān)排班計(jì)劃制定與實(shí)時(shí)運(yùn)營監(jiān)控的雙重職責(zé)。需具備較強(qiáng)的數(shù)據(jù)敏感度、計(jì)劃能力與應(yīng)變能力，能夠確保人力資源與業(yè)務(wù)需求的匹配，并在實(shí)際運(yùn)營中快速響應(yīng)突發(fā)變化，保障服務(wù)質(zhì)量穩(wěn)定達(dá)標(biāo)
排班相關(guān)：
? 基于歷史數(shù)據(jù)、預(yù)測結(jié)果及業(yè)務(wù)需求，制定周排班與月排班計(jì)劃；
? 考慮輪休、節(jié)假日、技能配置等因素，確保資源合理覆蓋業(yè)務(wù)高峰時(shí)段；
? 協(xié)調(diào)員工的調(diào)休、請假、培訓(xùn)和會議安排，并及時(shí)更新排班系統(tǒng)；
? 與HR、運(yùn)營、培訓(xùn)以及供應(yīng)商等部門保持溝通，獲取新的人力信息并同步排班調(diào)整；
? 定期回顧實(shí)際出勤與預(yù)測差異，為預(yù)測與排班模型持續(xù)優(yōu)化提供數(shù)據(jù)支持。實(shí)時(shí)監(jiān)控相關(guān)：
? 實(shí)時(shí)監(jiān)控各渠道（電話、聊天、郵件等）服務(wù)水平、排隊(duì)情況、出勤狀況；
? 根據(jù)實(shí)時(shí)運(yùn)營情況調(diào)整員工狀態(tài)（如技能切換、臨時(shí)換崗、延時(shí)/提前下班等）；
? 識別并應(yīng)對突發(fā)事件，如話務(wù)高峰、系統(tǒng)異常、大面積缺勤等，快速響應(yīng)并通報(bào)；
? 輸出小時(shí)級/半小時(shí)級/15分鐘級運(yùn)營監(jiān)控報(bào)告，向協(xié)調(diào)現(xiàn)場主管及時(shí)同步風(fēng)險(xiǎn)與建議調(diào)整措施；
? 與預(yù)測團(tuán)隊(duì)和數(shù)據(jù)團(tuán)隊(duì)合作，對比預(yù)測與實(shí)時(shí)數(shù)據(jù)差異，提升精準(zhǔn)度
The WFM Specialist will be responsible for both shift scheduling and real-time operations monitoring. This role requires strong data sensitivity, planning capability, and adaptability, to ensure that human resources match business needs and to respond quickly to unexpected changes in actual operations, thereby ensuring stable service quality.
Scheduling-related:
Develop weekly and monthly shift plans based on historical data, forecasting results, and business needs;
Consider factors such as rotating shifts, holidays, and skill configuration to ensure reasonable resource coverage during business peak periods;
Coordinate employees' time-off, leave, training, and meeting schedules, and update the scheduling system in a timely manner;
Maintain communication with HR, Operations, Training, and vendors to obtain the latest staffing information and adjust schedules accordingly;
Regularly review the differences between actual attendance and forecasts, and provide data support for continuous optimization of forecasting and scheduling models.
Real-time monitoring-related:
Monitor service levels, queue status, and attendance conditions across all channels (calls, chats, emails, etc.) in real-time;
Adjust employee status based on real-time operation conditions (e.g., skill switching, temporary reassignment, extended/early shifts, etc.);
Identify and respond to unexpected events, such as call volume spikes, system failures, and large-scale absenteeism, quickly and report them;
Produce hourly/half-hourly/15-minute-level operational monitoring reports and promptly share risks and suggested adjustments with on-site supervisors;
Work with the forecasting and data teams to compare forecasted and real-time data differences to improve accuracy.
崗位基本需求
崗位要求
? 2年及以上WFM相關(guān)經(jīng)驗(yàn)（如：排班、實(shí)時(shí)監(jiān)控等）；
? 優(yōu)秀的數(shù)據(jù)處理能力，能夠獨(dú)立完成排班表、出勤報(bào)表等文檔；
? 溝通能力強(qiáng)，能在壓力下協(xié)調(diào)多方并快速做出判斷；
? 熟悉客服中心運(yùn)營流程，對人力成本與SLA之間的平衡有清晰理解；
? 能接受24小時(shí)輪值及節(jié)假日值班安排；
? 英語聽說讀寫能力優(yōu)先考慮條件
? 有BPO、電商、互聯(lián)網(wǎng)行業(yè)客服運(yùn)營經(jīng)驗(yàn)者優(yōu)先；
? 有從0到1搭建WFM流程經(jīng)驗(yàn)者優(yōu)先；
? 熟悉中短期預(yù)測模型者優(yōu)先；
? 具備跨地區(qū)、多語言團(tuán)隊(duì)支持經(jīng)驗(yàn)者優(yōu)先
Job Requirements:
2 years or more of experience in WFM-related roles (such as scheduling, real-time monitoring, etc.);
Excellent data processing skills, able to independently complete shift schedules, attendance reports, and other documents;
Strong communication skills, able to coordinate multiple parties and make quick decisions under pressure;
Familiarity with customer service center operations, with a clear understanding of the balance between labor cost and SLA;
Willing to work in a 24-hour shift rotation and during holidays;
Proficiency in English listening, speaking, reading, and writing.
Preferred Qualifications:
Experience in BPO, e-commerce, or internet industry customer service operations preferred;
Experience in building WFM processes from scratch is preferred;
Familiarity with mid- and short-term forecasting models is preferred;
Experience supporting multi-region or multilingual teams is preferred.
具備以下者優(yōu)先
擁有本科或以上學(xué)歷，管理學(xué)、統(tǒng)計(jì)學(xué)、運(yùn)營管理等相關(guān)專業(yè)優(yōu)先。
Bachelor’s degree or above, preferably in Management, Statistics, Operations Management, or related fields.
崗位亮點(diǎn)
國內(nèi)頭部互聯(lián)網(wǎng)背景正編崗，國際化的工作內(nèi)容，高速發(fā)展的業(yè)務(wù)，晉升機(jī)會豐富