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
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.
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
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