Workforce Management Analyst

WE NEED YOU:
Forecasting:

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

Rostering & Scheduling:

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

Performance Management:

Perform KPI ranking for employees based on the grids / parameters for the LOBs
Maintain data required for measuring the agent performance in the defined format (PBI, Excel, etc.)

MIS and Reporting:

Any other Internal or Client reports as agreed with Operations
Prepare TL Dashboard – Team performance by supervisors for managers’ review
Maintain tracker with list of employees with their status (active/inactive), client account, contact details
Prepare and publish productivity/quality report for employees (PBI)

Billing:

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

English communication skills
Problem- solving mindset
Logic and critical thinking mindset
Advance Excel and Ability to use Power BI, SQL
Attention to details
Willing to learn and open to new ideas/areas
Workforce Management in Call center knowledge- Forecasting, Rostering, Scheduling is plus
At least 1 years experience in Workforce Management / Data Analyst
Researching, Planning, Reporting, Presentation, Communication

Laptop, 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: 2025-12-02 19:00:03