WFM Specialist

freeC's Client

1/ Forecasting:

• Perform analysis and forecast volumes;
• Perform Headcount forecast

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
• 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 Team performance by supervisors for managers’ review
• Maintain tracker with the 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
• 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

6/ Compliance:

• Alert Operations when client account isn't deleted promptly (upon employee's
• resignation)
• Alert Operations or higher-level management upon finding fraud
• Communicate with management and operations team to ensure compliance with company
• standards

• Minimum 1 year of experience in the same position
• Must have a good working knowledge of Excel and other Windows-based programs (Word, PowerPoint, etc.)
• Good at CRM, Telephony systems.
• Have an understanding of overall operational activities including phone, email, chat, community, and
• Social media support

• 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