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[Foody] - Workforce Management Analyst

Công Ty TNHH TransCosmos Việt Nam
Updated: 04/05/2021

Employment Information


  • Chế độ bảo hiểm
  • Du Lịch
  • Phụ cấp
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
  • Nghỉ phép năm

Job requirement

- General responsibilities: The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

- Specific responsibilities:

· Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives

· Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation

· Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results

· Prepare the working schedule base on volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation

· Prepare the daily/weekly/monthly operation report

· Support other Manager/Supervisor/Team Leader/QA prepare the template report in need

· Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis

· Compares results to forecast and identify opportunities for improvement

· Provide daily/intra-day performance reports to leadership

· Other related duties as assigned

Job requirement

-          IT skills: Good at MS skill, CRM, Salesforce system

-          Complete understanding of overall operational activities including phone, email, chat, community and social media support

-          Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner

-          Capacity Planning experience is preferred

-          Ability to perform forecasting in a contact center environment and schedule to those needs is a must

More Information

  • Qualification: College
  • Age: Unlimited
  • Job type: Permanent

Company Overview

Công Ty TNHH TransCosmos Việt Nam

Number of employees: 100-499

The measure of our client companies’ satisfaction is the measure of value in our company’s existence. We truly aspire to offer client oriented outsourcing... View more

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