Workforce Management Analyst/ Data Analyst

Job Summary

You will be responsible for overseeing daily WFM functions, including forecasting, scheduling, real- time tracking, and performance analytics. You’ll also work closely with client- side stakeholders to align staffing plans and support business goals.
We are looking for a skilled and motivated Workforce Management Team Leader (WFM TL) to join our operations team. This position is ideal for professionals with solid WFM expertise in telesales or contact center environments, combined with experience in leading small teams (2–3 people) and strong data/reporting capabilities.

Key Responsibilities

Deliver accurate and timely WFM reports to both internal stakeholders and client- side teams.
Collaborate with Operations, QA, and HR to align resources, update headcount plans, and ensure real- time operational readiness.
Participate in client- facing meetings and discussions related to resource planning and performance management.
Maintain data dashboards and reporting tools (Excel, Power BI) and support ongoing optimization initiatives.
Monitor daily, weekly, and monthly operational KPIs (e.g., adherence, occupancy, shrinkage, AHT, SLA) and provide insights for improvement.
Lead and supervise the WFM team (2–3 members), including task allocation, performance tracking, and capability development.
Develop and manage staffing forecasts, capacity plans, and schedules to meet business requirements.

Required Qualifications

Strong understanding of WFM fundamentals: staffing, scheduling, real- time monitoring, performance tracking.
Experience in managing or mentoring small teams with a performance and task- driven approach.
Good communication in English – able to read reports, communicate issues, and join basic conversations with internal/external stakeholders.
1–2+ years of proven experience in Workforce Management roles, preferably in telesales, call center, or BPO operations.
High attention to detail, responsibility, and willingness to support outside office hours when needed.
Strong Excel skills (pivot tables, VLOOKUP, conditional formatting, basic automation).

Preferred/Bonus Skills

Experience working with CRM, dialers, or WFM software/tools is a plus (e.g., NICE, Verint, Genesys, Avaya).
Proficiency in Power BI for building reports, dashboards, and visual analytics.

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Cập nhật gần nhất lúc: 2025-09-18 12:40:03