YaoJung Tien
Work Force Management
Taoyuan City
Summary
Accomplished Workforce Management Manager with a proven track record at TaskUs, adept in strategic thinking and workforce planning. Leveraged data analysis and problem-solving skills to enhance call center performance by optimizing schedules and improving service delivery standards. Excelled in performance management, ensuring seamless cross-functional team collaboration and service quality.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Workforce Management Manager
TaskUs
Taipei City, Taiwan (Remote)
01.2020 - Current
- Prepared and maintained reports, dashboards and monthly packages.
- Optimized schedules, forecasts, and other tools to present to management.
- Performed reporting and analysis, and provided insights to improve the overall performance of the call center and enable a strong understanding of the business.
- Created effective contingency plans for dealing with unexpected changes in staffing levels or workload requirements, while maintaining service quality standards.
Service Level Coordinator
Game First International Corp.
Taipei City, Taiwan
07.2015 - 08.2016
- Analyzed data from various sources to identify trends in service performance, driving process improvements for better results.
- Assisted management in developing strategies for continuous improvement in service quality and delivery standards.
- Created informative reports on service level achievements and areas requiring attention for senior leadership review meetings regularly.
- Conducted regular reviews of team members' performance, identifying areas of development, and offering constructive feedback.
Education
Foreign Languages Department, English Majored
Shih Chien University
Taipei City, Taiwan 09.2009 - 06.2013
Skills
Scheduling Optimization
Strategic Thinking
Workforce Planning
Problem-Solving
Data and Trends Analysis
Performance Management
Training Needs Analysis
Timeline
Workforce Management Manager
TaskUs
01.2020 - Current
Service Level Coordinator
Game First International Corp.
07.2015 - 08.2016
Foreign Languages Department, English Majored
Shih Chien University
09.2009 - 06.2013