EDS, the leading pure-play global services company, provides strategy, implementation and hosting for clients managing the complexities of the digital economy. EDS brings together the world's best technologies to address our clients’ critical business imperatives. We help clients eliminate boundaries, collaborate in new ways, establish their customers' trust and continuously seek improvement. In fact, everything we do helps enterprises win in the digital economy.

Responsibilities:

• Create a plan with the right number of skilled agents in the right place at the right times to handle an accurately forecasted workload at service level and quality
• Forecast the number of resources required to meet service level.
• Prepare work schedule for staffs and update agent’s activities such as meeting, training, overtime and off line
• Ensure existing staffs data accuracy and update new employee details.
• Analyze and forecast call volume, AHT (average handling time) and employee shrinkage to ensure staffs are distributed accordingly and meet service level

• Minimum of two years experience in related field
• Degree in any discipline.
• Knowledge and experience in administration or management of any of the the following systems.
• 1. Workforce Management Tools
• 2. knowledge in Algebra concepts (percentages, weight averages)
• 3. Ability to communicate effectively with all level.
• 4. Microsoft Reporting System - Excel Macros

For more information, please visit our website at http://www.edscareers.com