CWT is a global leader specializing in business travel management and our travel counselors
know that teamwork and great results have no boundary. We are proud to have been named the most admired Travel Management Company and we are even more proud that we achieved it together.
Whether we are booking government travel, advising on international security or establishing relationships with global corporations, we work as a family.
We support each other. We grow as a team. And to us, that's what makes a world of difference.
Learn about our travel counselor opportunities and start your journey.
The mission of the CWT Travel Counselor is to Deliver the Perfect Trip so that CWT can sustain optimum results for clients and shareholders.
You are specifically responsible for delighting the traveler / travel arranger, building commercial value, and strengthening the CWT brand in a way that balances the requirements of all stakeholders and positions our workforce as a key differentiator for our business.
You delight the Traveler / travel arranger
Analyst projects call volumes for all call centres and develop work schedules to effectively service calls, meeting contractual commitments and company financial goals.
Plans, directs, manages and evaluates work flow.
Coordinates with Agents, Call Centre Leads & Operations Managers to develop staffing schedules supporting operational needs.
Forecasts scheduling / headcount / hiring needs. Requires moderate supervisory direction and assistance.
To utilize all reporting tools available including Ms Office (Excel), Crystal report, Crystal excelcious, using both SQL, VB formats
Provides telephone reports on call history and agent / team performance to Operations Managers and Call Centre Managers.
Projects annual leave requirements for each account group / team to include annual leave bidding and scheduling. Manages annual leave schedule to maximize handling of annual leave requests while minimizing impact on cal servicing.
Provides real time management to ensure full optimizations of resources for respective clients.
Develops work schedules and administers shift bids for all work groups.
Effectively maintains work force management system; monitors and analyses statistics.
Provides regular call arrival projections for all accounts and applications on a daily and weekly basis; reviews and recommends to managers, shift and schedule changes based on long, short, and near term call projections.
Develops optimized staffing plans based on projected calls
Reconciles projected staffing with daily attendance, leaves and late arrivals to communicate to APAC Performance Manager for action as required.
Prepares projected staff requirements for replacement staff and new accounts for submission to managers, supervisors and HR.
Monitoring Link Outage / System Downtime and liaison with IT
Produces periodic reports on schedule performance, as requested by management.
Acts as contact for the system vendor on troubleshooting, maintenance of the software and other systems issues.
Administers all staff leave of absences in coordination with managers and supervisors.
Continuously monitor & improve on schedules in line with the Transport routing & associated costs
Recommends operational scheduling improvements to maximize productivity.
Conducts call pattern forecasting activities.
Monitors staff members' performance according to established standards.
Assesses and provides projected training needs.
Ensures appropriate staff coverage by maintaining and managing all staff scheduling.
Resolves schedule conflicts to ensure adequate office coverage.
Directs, develops and communicates productivity standards and goals for TTS in co-ordination with the APAC Performance Manager
Encourages maximum utilization of call centre telephone systems through continual reassessment of needs.
Trains Account Supervisors on appropriate use of all system reports.
Meets or exceed established goals and objectives.
Completion / Distribution of Reports (Phone, Email, Fax, Outbound)
Achieve goals of projects and communicate road blocks / hindrances to meeting goals / deadlines
Consultants Performance incentive / stack calculations
Consistent Development on New Reports as per Business Alignment.
Improved program efficiencies through individual and team performance
Adherence to established Operations metrics through effective Operations planning, Real time management
Successful reporting of monthly performance goals (Split by channel performance, Cost per transaction and Trx per fte but is not limited to & as directed as well)
Consistent review of company reporting with the guidance of the senior leadership team to ensure dashboards is relevant and value-added
Implementation of best practice approaches to workflow and process
Successful relationships built and sustained between relevant departments
Feedback received directly from colleagues and Client
Demonstrated flexibility and contributions to creating a team environment
Learning & Innovation
Continuously working in improving the Data management and automation of the reports.
Continuously using technology in improving previous platforms and / or process that directly or indirectly bring benefits realization for CWT.
Show responsibility for own productivity and organise tasks accordingly.
Maintain positive attitude at all times.
Be perceptive and show an awareness of others needs at all times.
Maintain excellent communication with all staff at all levels.
Enhance job skills
Attend trade shows / training sessions / networking functions relating to field of expertise.
Min 6-7 Years of Overall experience in workforce management in a Technology driven company.
Prior Experience of Handling Regional / Global Workforce Management process, Reporting or Workforce management handling for more than one Projects
Knowledge of workforce management products like IEX & best practices in the workforce management space.
Expertise in Ms Office Suite
Knowledge of Avaya Database System
Should posses Excellent Oral & Written communication skills.
Excellent Mathematical Knowledge
Excellent Logical & analytical bent of mind and a flair for data analysis.
Understanding of financials (Would be an added advantage)
Understanding of other areas like HR, Finance & Accounts.
Essential Personal Attributes
Flexible and adaptable to changing environments
Energy, enthusiasm and positive attitude with a desire to progress
Self motivated, proactive and uses initiative for process improvements
Possess sound judgment
Ability to work under pressure and meet deadlines
Ability to accept direction and suggestion for personal development
Ability to show a flexible approach to working hours
Innovative and able to think outside the square'