Workforce Management Analyst

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
• Prepare intraday reports on staff attendance
• Manage changes to scheduling to ensure adequate daily resource coverage
• Ensure Login Adherence- Reconcile attendance with employee login hours against schedule and
• Prepare rosters and schedules as per the volume forecasted
• Monitor attendance and schedule adherence
• Analyze AL submissions and approve/deny based on their effect on operations
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
• Prepare TL Dashboard – Team performance by supervisors for managers’ review
• Prepare and publish productivity/quality report for employees (PBI)
• Maintain tracker with list of employees with their status (active/inactive), client account, contact details

At least 1 years experience in Workforce Management or Data Analyst.
Problem- solving mindset.
Logic and critical thinking mindset.
Advance Excel; Power BI & SQL is plus.
English communication skills.
Researching, Planning, Reporting, Presentation, Communication.
Attention to details.
Willing to learn and open to new ideas/areas.

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

Cập nhật gần nhất lúc: 2024-04-02 23:55:35