Data Analyst/ Workforce Management Analyst Supervisor

This is a full- time on- site role, located in Ho Chi Minh City, Vietnam, for a Data Analyst/ Workforce Management Analyst Supervisor. As a Supervisor, you will be responsible for leading a team of analysts to analyze data and workforce management for our clients&039; call centers. This position requires strong critical thinking and problem- solving skills to ensure high quality service as well as the ability to manage a team effectively and efficiently.

Contribute effectively to the team ensuring efforts are aligned toward achieving team goals:
- Implement the direction set by management.
- Complete specific tasks allocated.
Resource planning:
- Monitor workforce management system and enhance reporting capabilities to deliver analysis on
- Responsible for day to day performance of Contact center schedules and resource planning.
adherence/compliance to schedules.
Improving the business:
- Identify trends and patterns in adherence and report behavioural trends to Contact center Business Support
pportunities to improve customer service delivery.
team to ensure compliance to adherence and assist with identifying training and development
- Capture complex data from information technology systems to deliver scorecard reporting to
improve productivity.
4
. Customer service:
- Effectively produce well planned rosters aimed at improving the level of service provided when
engaging with our customers.
- Analysis and reporting of Contact center performance on a daily, weekly, monthly and annual basis.

- Minimum 3- 5 years of experience in data analysis, workforce management, or a related field
- Call Center knowledge – especially Customer Services operational metrics
- Workforce Management in Call center knowledge- Forecasting, Rostering, Scheduling
- Ability to use Power BI, SQL and Microsoft Office (Word, Excel and PowerPoint)
- Good at English
- Experience in workforce management systems and telephone call routing systems.

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Cập nhật gần nhất lúc: 2023-12-04 17:20:27