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Workforce Coordinator

 

Workforce Coordinator

  • JR-121224
  • Singapore
  • Customer Success
  • Full time
Workforce Coordinator

Equinix is the world’s digital infrastructure company.  Our platform enables enterprises, service providers and communications networks to interconnect together securely, at speed, and at scale.  At the core of our offering is our portfolio of interconnection (IC) services, a range of technologies used to connect our ecosystem of customers across Equinix International Business Exchange (IBX) datacenters, cities, and continents.  The portfolio includes the Equinix Internet Exchange, a foundational component of the global Internet infrastructure.  The customer ecosystems we serve span every industry, but our interconnection density is particularly strong across network service providers, cloud & IT service providers, and digital content producers.

The Workforce Coordinator ensures the Global Service Desk uses adequate workforce management processes and leverages the WFM System and Case Management System in order to meet the business goals. This role governs forecasting and reporting activities across the global teams (their commitments) as well as it monitors the real time performance and execution of plans. As a result of this process, this role provides recommendations on adequate staffing and operational efficiencies.

Duties and responsibilities:

  • Builds the planning process with clear accountabilities and ensures the global teams/vendors use such practices that allow for consistent delivery of the service.
  • Develops real time management practices and communications in order that the GSD engages the needed resources for service protection.
  • Reviews, challenges and optimizes global teams’ and vendors’ workforce management processes
  • Under the direction of Lead or Manager, collect, verify and develop standardized processes surrounding Work from Home, Business Continuity and Disaster Recovery in alignment with established practices across our Global Service Delivery Centres.
  • Under the direction of Lead or Manager, develop emergency management process to ensure continuity of operations and governance, including recovery decision making and communications, continuity of critical departmental procedures, and potential shut-down of a Service Delivery Centre.
  • Develops reporting formats and governs the quality of the WFM process by liaising with all GSD teams in AMER, EMEA and APAC.
  • Creates and adjusts forecasts of workload, productivity and manpower in cooperation with the WFM, operations teams and other functions (commitments), provides recommendations to the leadership.
  • Perform deep dive analysis by means of (not limited to) or performs efficiency improvement analysis comparing call/email forecasts and forecasted productivity drivers (commitments) with actual results to examine variances, proactively identify scheduling gaps, elicit feedback from the WFM/operations teams and offer solutions in order to assure Service Level goals are met (while holding regional teams and vendors accountable for the outcome).
  • Oversees and provides centralized view on GSD resources and skillsets and suggests actions for their optimal use across the various types of workload in the regions.
  • Leverages and develops system functionalities, analyses, and administers case flows, priorities and skill-based routing (or only suggests changes based on process) for optimum workforce allocation and target service level across the different types of queues and workload.
  • Provides support to the regional leadership. Assist with performance analysis to ensure accurate, timely reporting to support business processes, decision-making and effective management of the Global Service Desk. Facilitates discussion with leadership and BPO.

Qualifications

  • Minimum 3 years in call centre environment. Proven track in WFM.
  • Experience implementing workforce development initiatives
  • Experience with an automatic (ACD) call routing system and case management system
  • Experience working with an automated Workforce Management System preferred
  • Excellent numerical and analytical skills and understanding of data analyses/statistical methods
  • Outstanding communication skills
  • Excellent skills to work cohesively with a remote team and make an impact in a global team
  • Ability to interact with employees at all levels and work with a diverse group of people
  • Excel -Excellent knowledge
  • Fluent in English (written and oral), other languages are an advantage
  • Reliable and Trustworthy
  • BSc/BA/Master’s in business administration or relevant field
  • Ability to manage multiple projects and tasks to meet deadlines
  • Gather, analyze and process program data for Business Continuity and Work from Home planning

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Equal Employment Opportunity: 
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

(US Applicants)

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