FAQs
What is the main responsibility of the RWFM Specialist?
The main responsibility of the RWFM Specialist is to forecast volume for the next 3-12 months and manage staffing and scheduling based on that forecast.
What qualifications are required for this position?
A bachelor's degree in Management, Communications, or a relevant field is required, along with at least 2-3 years of workforce management experience in a customer service environment, preferably in the travel/tourism industry.
Are there specific language skills required for the RWFM Specialist role?
Excellent written and verbal English communication skills are required, and the ability to speak Mandarin is considered a plus.
What kind of experience is preferred for applicants?
Applicants with experience in workforce management within the customer service environment, particularly in the travel or tourism industry, are preferred.
Does the position require proficiency in any specific software?
Yes, good computer skills and knowledge of MS Office tools are required for this position.
What qualities are looked for in potential candidates?
Candidates should exhibit strong strategic thinking, a proactive work style, a positive and forward-thinking attitude, and a diligent, results-oriented mindset.
Is previous experience in forecasting and planning important?
Yes, proven expertise in understanding the intricacies of forecasting and the ability to build a robust plan that accommodates variation is crucial for this role.
Is this position part of a larger global expansion strategy?
Yes, this position is part of Trip.com Group's exciting global expansion strategy, particularly in growing its team in the Philippines.
What are the performance goals for this position?
The RWFM Specialist is expected to achieve daily, weekly, monthly, and quarterly service level and efficiency goals.
How does the RWFM Specialist contribute to service level agreements (SLAs)?
The RWFM Specialist monitors handling times and adherence to SLAs, provides recommendations for improvements, and ensures that SLAs are met through effective scheduling and management.