Workforce Management Analyst (Data Analyst)

The successful candidate will work directly with senior management to analyze and forecast the workforce capacity to perform the workforce planning and scheduling for our BPO team.
Responsibility:
Workforce Planning and Scheduling

Monitors adherence to work schedules and tracks over/under compliance and creates action plans to address staffing gaps and optimize utilization;
Responsible for day- to- day operations reporting to the Regional Workforce Manager;
Coordinate with training and talent acquisition team to forecast and manage staffing needs;
Prepare work schedules by team, by queue and by LOB including breaks, training, team meetings and other non- moderation activities;
Acts as WFM SME by providing program oversight and taking appropriate action to meet KPI goals and maximize efficiency.
Maintain a roster of staff with accurate employee details which includes availability, preferences, and skills;

Workforce Forecasting

Design productivity targets based on current resource supply and project Overtime requirements when needed to meet Service Level and productivity metrics;
Projects seating requirements Seat Utilization and Occupancy per LOB based on current manpower, company resources, and upcoming/existing business needs;
Analyze work volume projections using historical patterns and incorporate current trends at every interval in a 30, 60 and 90- day rolling period;
Project Utilization rates based on current headcount and recommend capacity intake for offline activities to WFM planner;
Maintains capacity planning files and documents according to standard operating procedures and quality expectations.
Responsible for FTE forecasting requirements in order to meet targets based on work volume supplied by the client combined with planned shrinkage attrition (voluntary and involuntary), absenteeism (planned and unplanned) plus work- related shrinkages such as meal breaks, wellness breaks, coaching, team meetings and other offline non- moderation activities;
Adjust volume forecast based on actual volume inputs and relay any changes to the WFM RTA and operations teams;

Excellent time management and organizational skills;
Minimum of 1 year of proven experience in a relevant position;
High level of critical thinking, attention to details;
Personal traits and self- management skills are required to manage unique risks and a fast pace work environment within the Content
Thrive in a fast- paced content moderation environment;
Fast- learning and open to change;
Excellent data analysis skills with strong logical thinking mindset; ability to organize and analyze data in a structured manner;
Solid knowledge of workforce management in BPO industry, including planning, scheduling, and forecasting;
University Degree, ideally in a relevant degree such as data analyst or similar;
Moderation industry. Candidates may potentially be exposed to harmful content.
Good reporting and presentation skills;
Content Moderation familiarity is a plus;
Proficient in English communication;
Familiar with Google Spreadsheet, Excel is a must; with other data analysis tools is a bonus;
Incorruptible integrity; initiative and has a strong work ethic;

Salary and Benefits

Attractive salary & bonus;
Paid leave.
Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby to the world;
Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
Annual health check;
Summer vacation;

Working Environment

We work 40 hours per week;
Modern hardware, Free drinks (coffee, tea, etc.);
Free in- house gym and game room for everyone. We love board games, video games, PS5.
International, fun, and professional working environment: Working closely with both experienced Vietnamese and foreign experts;
Training and career development opportunities;

Cập nhật gần nhất lúc: 2025-10-31 14:30:04