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 
✔ details 
✔ 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 
✔ 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: 
✔ Scetpa Building, 19 Cong Hoa, Bay Hien Ward, HCMC 
WORKING TIME: 
✔ 9:00 – 18:00, Monday to Friday, every other Saturday (willing rotate with other) 
REQUEST 
✔ At least 1 years experience in Workforce Management / Data Analyst 
✔ Advance Excel, Power BI, and SQL 
✔ Ability to use AI tool or Python for process automation and optimization. 
✔ Researching, Planning, Reporting, Presentation, Communication 
✔ Problem-solving mindset 
✔ Logic, analytical 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