Salary: 15 Mil - 20 Mil
Address: Tầng 4 Pico Plaza, 20 Cộng Hòa, phường 12, quận Tân Bình, TP. HCM See map
Posted: 05-05-2021
Expired: 04-06-2021

Job Description

- General responsibilities: The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

- Specific responsibilities:

· Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives

· Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation

· Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results

· Prepare the working schedule base on volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation

· Prepare the daily/weekly/monthly operation report

· Support other Manager/Supervisor/Team Leader/QA prepare the template report in need

· Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis

· Compares results to forecast and identify opportunities for improvement

· Provide daily/intra-day performance reports to leadership

· Other related duties as assigned

Job Requirement

-          IT skills: Good at MS skill, CRM, Salesforce system

-          Complete understanding of overall operational activities including phone, email, chat, community and social media support

-          Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner

-          Capacity Planning experience is preferred

-          Ability to perform forecasting in a contact center environment and schedule to those needs is a must

More Information

  • Degree: College
  • Age: Unlimited
  • Working time: Permanent

Công Ty TNHH TransCosmos Việt Nam

The measure of our client companies’ satisfaction is the measure of value in our company’s existence. We truly aspire to offer client oriented outsourcing services. transcosmos launched operations in 1966. Since then it has combined superior “human resources” with the most up-to-date “technological” capabilities to enhance the competitive strength of its corporate clients by providing them with high value added and superior services. It provides overall IT outsourcing services such as Call Center Services, Business Process Outsourcing Services, and Digital Marketing Services either as standalone solution or as combined services to its corporate clients to optimize their marketing efficiencies, to expand sales and gain new customers in E-Commerce business, and to improve operational efficiency and reduce clients operational cost for back office and information system operations. Further, these services have been expanded beyond Japan, globally, centered in Asia. transcosmos aims to be the “Global IT Partner” of its corporate clients to provide them with high quality outsourcing services on a global scale. We would like to have your continued support in the future.

Tầng 4 Pico Plaza, 20 Cộng Hòa, phường 12, quận Tân Bình, TP. HCM

Company size: 100-499

Contact person: CCHR