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RWFM Specialist

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  • Job
    Full-time
    Mid Level
  • Customer Relations
  • Manila

Requirements

  • Bachelor’s degree in Management, Comms, and/or any relevant field
  • At least 3 years workforce management experience in customer service environment; travel/tourism industry, preferred
  • Excellent written and verbal English communication skills; ability to speak Mandarin is a plus
  • Proven expertise in understanding the intricacies of forecasting and how to build a robust plan that accommodates for variation
  • Good computer skills and knowledge of MS Office tools
  • Strong strategic thinking; ability to work proactively
  • Positive and forward-thinking attitude; diligent and results-orientated
  • Strong customer-oriented mindset; organization and time management skills

Responsibilities

  • Volume forecast for the next 3 - 6 - 12 months, staffing, and scheduling based on the forecasted volume
  • Responsible for creating efficient schedules, processing and managing overtime and under time
  • Achieve daily, weekly, monthly & quarterly service level and efficiency goals
  • Watch over real-time queues and make real-time skilling changes
  • Monitor handling times and adherence SLA under/over achievement
  • Constantly monitor staff movements in line with forecast plan
  • Provide recommendations on changes/improvements to ensure that SLAs are met

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.

Travel & Leisure
Industry
10,001+
Employees
1999
Founded Year

Mission & Purpose

Trip.com Group is a global travel services provider that offers a comprehensive range of travel solutions including accommodation, flight bookings, car rentals, and vacation packages. Their ultimate mission is to create the best travel experiences for users by leveraging advanced technology and a broad network of travel partners. The company's purpose is to simplify and enhance the travel experience for customers, making it easier for them to plan and book their trips while providing exceptional service and value through their extensive travel platform

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