Data Analyst

ROLE PURPOSE
The Workforce Management Manager is responsible for planning, forecasting, and optimizing contact center resources to ensure service excellence, operational efficiency, and continuous improvement.
KEY RESPONSIBILITIES

Team Contribution
• Promote a culture of service excellence
• Collaborate to achieve team goals
• Execute management directives
• Complete assigned tasks

Resource Planning
• Develop efficient rosters and schedules across all timeframes
• Manage daily scheduling and resource planning
• Identify roster inefficiencies and propose improvements
• Provide strategic and tactical forecasts
• Maintain accurate data in CC systems
• Analyze performance data to support decision- making
• Monitor WFM systems and enhance reporting

Business Improvement
• Build a centralized reporting portal
• Collaborate on process improvements with technical focus
• Streamline and automate operational reports
• Report adherence trends and recommend training needs

Customer Service
• Design rosters to enhance customer experience
• Deliver quality performance reports
• Analyze CC performance regularly
• Lead weekly WFM meetings and recommend KPI improvements
• Support customer service charter

WORKING TIME:• Service time: 8 AM- 5 PM, Monday – Friday & Bi- weekly Saturday

WORK LOCATION:• Moc Gia Building : 4 Floor, 123 Cong Hoa, Bay Hien Ward, HCMC

• Background in contact center operations
• Advanced skills in Word, Excel (Power Pivot), and PowerPoint
• Experience with WFM and call routing systems
• VB/VBA or other automation languages (preferred)
• Strong written and verbal communication
• Proven ability to implement new systems and processes
• Deep understanding of contact center WFM best practices
• SQL and SSRS reporting skills (preferred)
• Analytical and problem- solving skills
• Experience with Microsoft BI Platform (preferred)

Bảo hiểm xã hội, Bảo hiểm sức khỏe, Bảo hiểm full lương, Khám sức khỏe định kỳ, Team building, Phụ cấp thâm niên, Thưởng tháng 13, Thưởng hiệu quả làm việc

Cập nhật gần nhất lúc: 2025-11-06 18:35:03