Job Description

About Klook

Klook is the go-to travel and leisure e-commerce platform for experiences and services anytime, anywhere. Founded in Hong Kong in 2014 out of passion for discovery, our purpose today is to inspire and enable more moments of JOY. Even when the COVID-19 pandemic hit, we held on to our conviction and successfully unlocked the domestic travel business. To date, we are already offering over 490,000 activities in over 1,000 destinations. With cross-border travel resuming, we have made it our mission to reshape the world of travel. Isn\'t this exciting?!

It certainly is for our international community of over 1,200 employees, based in over 20 locations globally! Joymakers at heart, Klookers are not only curating joyful experiences for others, but also co-creating our world of joy in the Klookiverse. We are on a journey to foster a strong company culture that supports a high-performing and successful business, and we are guided by our core beliefs - Push boundaries, Ask for and give feedback, Take ownership, and Help each other - in everything we do. We are excited about building and realizing endless possibilities in the new era of travel. Care to be a part of this revolution?

What you\'ll do?

\xc2\xb7 Design shift patterns and schedule plan to ensure the right number of manpower available to handle volumes for multiple skillsets without violating local labor laws.

\xc2\xb7 Prepare, monitor, and adjust interval summary proactively to ensure Green SLAs in all communication channels (call, email, and chat and/or others) for multiple markets.

\xc2\xb7 Work closely with Operations team in managing call volume, queue

management, skills routing, and Business Continuity Plan.

\xc2\xb7 Handle time-off, leave, schedule swap requests from CEG agents and ensure staffing levels are sufficient to cover the forecasted volumes.

\xc2\xb7 Create and send-out reports to provide regular performance updates.

\xc2\xb7 Work with various internal and external stakeholders to support

cross-functional projects to optimize service delivery and operational processes.

\xc2\xb7 Handle ad hoc requests related to Workforce Management.

What you\'ll need?

\xc2\xb7 At least 2 years of experience as a Real-Time Analyst, WFM or any related roles.

\xc2\xb7 Strong mathematical, statistical, and analytical skills.

\xc2\xb7 Strong organizational skills and detail oriented.

\xc2\xb7 Proficient in Microsoft/G-Suite applications (e.g., Microsoft Excel, Google Sheets etc.), knowledge In Excel VBA and data visualization is a plus.

\xc2\xb7 Excellent oral and written communication skills and interpersonal skills.

\xc2\xb7 Proficient in English (both verbal and written).

\xc2\xb7 Eager to work in a small team and fast-paced environments.

\xc2\xb7 Comfortable working with people from diverse cultural backgrounds and in

different time zones.

\xc2\xb7 Bachelor\'s degree or above.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We\'re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (\xe2\x80\x9cAgency\xe2\x80\x9d). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook\'s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

Klook