Workforce Management Analyst

freeC's Client

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 reports 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, and 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's approved email or 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 fraud

Requirement:

• At least 1 years experience in Workforce Management / Data Analyst
• Advanced Excel and Ability to use Power BI, SQL
• Researching, Planning, Reporting, Presentation, and communication
• Problem-solving mindset
• Logic and critical thinking mindset
• Attention to details
• Willing to learn and open to new ideas/areas
• English: communication
• Workforce Management in Call center knowledge - Forecasting, Rostering, Scheduling is plus

• Salary: Negotiable
• 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