Data Analyst Manager/Workforce Manager (BPO Industry)

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

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

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

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

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

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: 2025-11-07 06:15:03