Job Description

Gear Inc. is looking for a Workforce Lead for our team in Hanoi. As a Site Supervisor, you will effectively evaluate business processes, anticipate requirements, uncover areas for improvement, and implement solutions and system enhancements through the business rule engine module. Provides day-to-day support for the originations, resolves issues affecting the organization, and ensures the successful execution of plan enhancements through close coordination with Operations. 

Responsibility

• Involved in creating and managing employee schedules to ensure adequate coverage. Involves analyzing call volume data, forecasting staffing needs, and creating schedules that balance workload and employee preferences;

• Train new members with the WFM (Workforce management) procedures and policies. Ensure new hires receive training on the company's WFM software, policies, and procedures;

• Evaluate members' performance and provide feedback. Involves setting employee goals to improve performance and regularly conducting performance evaluations;

• Develop and implement policies and procedures. Typically, these relate to managing a workforce;

• Improve WFM processes and procedures, identify areas for improvement and implement changes to optimize the efficiency and effectiveness of the workforce;

• Analyze data to optimize staffing levels and schedules. Use historical data and trends to predict future business volume, forecast future staffing needs, and create efficient and effective schedules;

• Work closely with other departments, such as customer service and operations, ensure staffing levels align with business goals and objectives;

• Provide high-level analysis every time there will be mishops in metrics.

Key skills and experience

• A bachelor's degree in Computer Science or Information Technology and related work experience are required;

• Minimum 2 years of experience in the same or similar role;

• Proficiency in programming or web developing languages such as HTML/HTML5, CSS/CSS3, and JavaScript/jQuery, PHP;

• Proficiency in MS Tools, Google Suite, Spreadsheet, Power BI, Data Studio, or other database management systems;

• Excellent communication and interpersonal skills;

• Detail-oriented with the ability to multitask in a fast-paced environment;

• Critical thinking skills;

• Problem-solving skills and the ability to remain calm under pressure;

• Ability to work flexible hours and shifts as needed.

Benefits

1. Salary and Benefits

• Attractive salary, night shift allowance and annual salary review;

• Premium Healthcare and Mental Health Care service for you, 100% covered by the company;

• Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;

• Annual health check;

• Summer vacation (Paid days off and bonus);

• Paid leave (12 days/year).

2. Working Environment

• 5 shifts per week amounting to 40 hours (Monday-Sunday), arranged by the company;

• International, fun, and professional working environment: Working closely with both experienced Vietnamese, foreign experts and managers to promote services all over the world;

• An open and honest culture where people are valued, treated fairly and trusted and empowered;

• Modern hardware (Laptop and other types of equipment provided);

• Free drinks (coffee, tea, etc.);

• Nap room for a quick rest;

• Training and career development opportunities: Continuous and professional training to fully develop your potential.

Working Location Hai Ba Trung, Hanoi.

All interested candidates are welcome to apply. Please send your English resume expressing your interest to us at jobs@gearinc.com. Kindly note that due to the high volume of applications we receive, only shortlisted candidates will be contacted by our HR team.