Customer Service Resource Planner

1 day ago


Kuala Lumpur, Malaysia DHL Full time

**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMRPOVE THE LIFE OF OUR CUSTOMERS.**

Would you like to become part of the world’s most international company?
A company that pioneered cross-border express delivery in 1969 and it now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist

**YOUR TASKS**
- To be highly proficient with DHL’s chosen tool for Workforce Management (WFM) to create accurate forecasts and schedules that will enable CS management teams (Frontline and Back line team ) to realize the service level and other KPI targets.
- Work closely with Marketing to obtain information on upcoming marketing campaigns in order to determine call volume forecast.
- Review and escalate to CS Management on employee requirements based on data analysis in the WFM tool in relation to actual and forecasted call/ work volumes.
- Support CS Analyst in report generation and analyze CS performance.

**YOUR PROFILE**
- Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy.
- Well
- developed relationship skill and ability to network with multiple levels of an organization and other business units.
- Typically requires Bachelor of Degree in Business Administration/ Business Analytic, Statistic, MIS or equivalent (preferred)
- 2 years of working experience in Customer Contact Centre in a service industry (preferably).
- Excellent Interpersonal skills and relates well with customers and co-workers from all levels.

**OUR OFFER**
- Strong career support in a international environment
- Great culture and colleagues
- Multifarious benefit program



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