Data Analyst Manager/Workforce Manager (BPO Industry)

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

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

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

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

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

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

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

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

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

Cập nhật gần nhất lúc: 2026-01-21 10:10:02