Workforce Management Analyst

WE NEED YOU:

1. 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

2. Rostering & Scheduling

Prepare rosters and schedules as per the volume forecasted

Monitor attendance and schedule adherence

Prepare intraday reports on staff attendance

Ensure Login Adherence - Reconcile attendance with employee login hours against schedule and

Login/Logout report

Analyze AL submissions and approve/deny based on their effect on operations

Manage changes to scheduling to ensure adequate daily resource coverage

3. Performance Management

Maintain data required for measuring the agent performance in the defined format (PBI, Excel, etc.)

Perform KPI ranking for employees based on the grids / parameters for the LOBs

4. MIS and Reporting

Prepare and publish productivity/quality report for employees (PBI)

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

Any other Internal or Client reports as agreed with Operations

5. Billing

Provide and consolidate data required for preparing Minutes of Acceptance ( Login hours/ Attendance/

OT/ Volume )

Calculate the unit/headcount as per client approved Email/Contract

Check and prepare Bonus & Penalty (if applicable)

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)

Alert Operations or higher-level management upon finding frauds

WORK LOCATION:

Scetpa Building, 19 Cong Hoa, Bay Hien Ward, HCMC

WORKING TIME:

9:00 – 18:00, Monday to Friday, every other Saturday (willing rotate with other)

REQUEST

At least 1 years experience in Workforce Management / Data Analyst

Advance Excel, Power BI, and SQL

Ability to use AI tool or Python for process automation and optimization.

Researching, Planning, Reporting, Presentation, Communication

Problem-solving mindset

Logic, analytical and critical thinking mindset

Attention to details

Willing to learn and open to new ideas/areas

English communication skills

Workforce Management in Call center knowledge - Forecasting, Rostering, Scheduling is plus

BENEFITS

Salary: Up to 15M Gross

Working in the environment of a multinational corporation, with customers being the leading foreign

Promotion opportunities

Periodical bonus: twice/year

Position promotion, salary increase: once/year

13th-month salary ; Insurances followed Vietnamese Labor Law

Bonuses, gifts for Holidays

Activities: Birthday party, Employee engagement activities