Data Analyst (Workforce Management Analyst_Call Center)

Forecasting

Perform Headcount forecast based on the volume received/EWS/Training throughput
Perform analysis and forecast volumes – Day of the month / Day of the week / Hour of the day

Rostering & Scheduling

Ensure Login Adherence
Reconcile attendance with employee login hours against schedule and Login/Logout report
Analyze AL submissions and approve/deny based on their effect on operations
Prepare rosters and schedules as per the volume forecasted
Prepare intraday reports on staff attendance
Manage changes to scheduling to ensure adequate daily resource coverage
Monitor attendance and schedule adherence

Performance Management

Any other Internal or Client reports as agreed with Operations
Prepare and publish productivity/quality report for employees (PBI)
Prepare TL Dashboard – Team performance by supervisors for managers’ review
Maintain data required for measuring the agent performance in the defined format (PBI, Excel, etc.)
Maintain tracker with list of employees with their status (active/inactive), client account, contact details
Perform KPI ranking for employees based on the grids / parameters for the LOBs 4. MIS and Reporting

Billing

Communicate with management and operations team to ensure compliance with company standards
Calculate the unit/headcount as per client approved Email/Contract
Send billing data to Operations/Client for review/approval
Compliance
Provide and consolidate data required for preparing Minutes of Acceptance (Login hours/Attendance/OT/Volume)
Alert Operations when client account isn&039;t deleted in a timely manner (upon employee&039;s resignation)
Alert Operations or higher- level management upon finding frauds
Check and prepare Bonus & Penalty (if applicable)

Basic English communication skill
Researching, Planning, Reporting, Presentation, Communication
Call Center knowledge – especially Customer Services operational metrics
Ability to use Power BI, SQL and Microsoft Office (Word, Excel and PowerPoint)
Problem solving mindset
Workforce Management in Call center knowledge- Forecasting, Rostering, Scheduling
Attention to details
Logic and critical thinking mindset
Willing to learn and open to new ideas/areas

Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương

Cập nhật gần nhất lúc: 2024-09-09 04:45:03