Workforce Management Analyst/ Data Analyst

Job Summary

• We are looking for a skilled and motivated Workforce Management Team Leader (WFM TL) to join our operations team. This position is ideal for professionals with solid WFM expertise in telesales or contact center environments, combined with experience in leading small teams (2–3 people) and strong data/reporting capabilities.
• You will be responsible for overseeing daily WFM functions, including forecasting, scheduling, real-time tracking, and performance analytics. You’ll also work closely with client-side stakeholders to align staffing plans and support business goals.

Key Responsibilities

• Lead and supervise the WFM team (2–3 members), including task allocation, performance tracking, and capability development.
• Develop and manage staffing forecasts, capacity plans, and schedules to meet business requirements.
• Monitor daily, weekly, and monthly operational KPIs (e.g., adherence, occupancy, shrinkage, AHT, SLA) and provide insights for improvement.
• Deliver accurate and timely WFM reports to both internal stakeholders and client-side teams.
• Collaborate with Operations, QA, and HR to align resources, update headcount plans, and ensure real-time operational readiness.
• Participate in client-facing meetings and discussions related to resource planning and performance management.
• Maintain data dashboards and reporting tools (Excel, Power BI) and support ongoing optimization initiatives.

Required Qualifications

• 1–2+ years of proven experience in Workforce Management roles, preferably in telesales, call center, or BPO operations.
• Experience in managing or mentoring small teams with a performance and task-driven approach.
• Strong understanding of WFM fundamentals: staffing, scheduling, real-time monitoring, performance tracking.
• Strong Excel skills (pivot tables, VLOOKUP, conditional formatting, basic automation).
• Good communication in English – able to read reports, communicate issues, and join basic conversations with internal/external stakeholders.
• High attention to detail, responsibility, and willingness to support outside office hours when needed.

Preferred/Bonus Skills

• Proficiency in Power BI for building reports, dashboards, and visual analytics.
• Experience working with CRM, dialers, or WFM software/tools is a plus (e.g., NICE, Verint, Genesys, Avaya).

• Bằng cấp: College
• Độ tuổi: 22 - 35
• Hình thức: Nhân viên chính thức
• Thời gian làm việc: 06 days/ week , 08 hours/shift
• Phúc lợi:

  Salary: Negotiate
  Working in the environment of a multinational corporation, with customers being the leading - foreign companies in the field
  Promotion opportunities
  Position promotion, salary increase: once/year
  13th month salary
  Insurances followed Vietnamese Labor Law

• Phụ cấp khác:

  - Bonuses, gifts for Holidays
  - Activities: Birthday party, Employee engagement activities
  - Periodical bonus: twice/year