WE NEED YOU:
1. 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
2. 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
3. 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
4. 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
- Any other Internal or Client reports as agreed with Operations
5. 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
- Compliance
- 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
- Communicate with management and operations team to ensure compliance with company standards

WORK LOCATION:
- 4 Floor, 20 Cong Hoa, Ward 12, Tan Binh District, HCMC

WORKING TIME:
- 06 days/ week , 08 hours/shift
- Service time: Follow project’s scheme

REQUEST
- Call Center knowledge – especially Customer Services operational metrics
- Workforce Management in Call center knowledge - Forecasting, Rostering, Scheduling
- Ability to use Power BI, SQL and Microsoft Office (Word, Excel and PowerPoint)
- 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
- Basic English communication skill

BENEFITS
- Salary: Negotiate
- 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