WE NEED YOU:
- Forecasting
- Perform analysis and forecast volumes – Day of the month / Day of the week / Hour of the day
- Perform Headcount forecast based on the volume received/EWS/Training throughput
- Rostering & Scheduling
- Prepare rosters and schedules as per the volume forecasted
- Monitor attendance and schedule adherence
- Prepare intraday reports on staff attendance
- Ensure Login Adherence - Reconcile attendance with employee login hours against schedule and
- Login/Logout report
- Analyze AL submissions and approve/deny based on their effect on operations
- Manage changes to scheduling to ensure adequate daily resource coverage
- Performance Management
- Maintain data required for measuring the agent performance in the defined format (PBI, Excel, etc.)
- Perform KPI ranking for employees based on the grids / parameters for the LOBs
- MIS and Reporting
- Prepare and publish productivity/quality report for employees (PBI)
- Prepare TL Dashboard – Team performance by supervisors for managers’ review
- Maintain tracker with list of employees with their status (active/inactive), client account, contact details
- Any other Internal or Client reports as agreed with Operations
- Billing
- Provide and consolidate data required for preparing Minutes of Acceptance (Login hours/Attendance/OT/Volume)
- Calculate the unit/headcount as per client approved Email/Contract
- Check and prepare Bonus & Penalty (if applicable)
- Send billing data to Operations/Client for review/approval
- Alert Operations when client account isn‘t deleted in a timely manner (upon employee‘s resignation)
- Alert Operations or higher-level management upon finding frauds
WORK LOCATION:
- Pico Building
WORKING TIME:
- 06 days/ week, 08 hours/shift, random day off ( Willing to work rotation shift)
- Service time: Follow project’s scheme
REQUEST
- At least 1 years experience in Workforce Management / Data Analyst
- Advance Excel and Ability to use Power BI, SQL
- Researching, Planning, Reporting, Presentation, Communication
- Problem-solving mindset
- Logic and critical thinking mindset
- Attention to details
- Willing to learn and open to new ideas/areas
- English communication skills
- Workforce Management in Call center knowledge - Forecasting, Rostering, Scheduling is plus
BENEFITS
- Working in the environment of a multinational corporation, with customers being the leading foreign companies in the field
- Promotion opportunities
- Periodical bonus: twice/year
- Position promotion, salary increase: once/year
- 13th-month salary ; Insurances followed Vietnamese Labor Law
- Bonuses, gifts for Holidays
- Activities: Birthday party, Employee engagement activities
