Transcosmos Việt Nam ★ 3.4

Mô tả Công việc

This is a full-time on-site role, located in Ho Chi Minh City, Vietnam, for a Data Analyst/ Workforce Management Analyst Supervisor. As a Supervisor, you will be responsible for leading a team of analysts to analyze data and workforce management for our clients' call centers. This position requires strong critical thinking and problem-solving skills to ensure high quality service as well as the ability to manage a team effectively and efficiently.

1. Contribute effectively to the team ensuring efforts are aligned toward achieving team goals:

- Implement the direction set by management.

- Complete specific tasks allocated.

- Collaborate effectively to ensure team goals are achieved by providing input into decision making and problem solving.

- Actively contribute to creating a culture of service excellence.

2. Resource planning:

- Balance the needs of the CC by providing efficient, effective rostering and scheduling for

improved delivery of service level at real time, daily, weekly, monthly and annual levels.

- Produce documented analysis and reporting on performance for decision making.

- Responsible for day to day performance of CC schedules and resource planning.

- Provide accurate analysis and forecasting – strategically (12-24 months) and tactically (12-16 weeks).

- Monitor workforce management system and enhance reporting capabilities to deliver analysis on adherence/compliance to schedules.

- Regular monitor call flow trends to identify existing roster inefficiencies and produce “what if" scenarios identifying roster enhancement opportunities for overall operational excellence.

- Maintain data within CC systems.

3. Improving the business:

- Identify trends and patterns in adherence and report behavioural trends to CC Business Support team to ensure compliance to adherence and assist with identifying training and development opportunities to improve customer service delivery.

- Capture complex data from information technology systems to deliver scorecard reporting to improve productivity.

- Review, prioritise, streamline, automate and produce existing operational reporting to ensuring the reports that are produced provide high value.

- Establish an operational reporting portal that is used as a single reference point for all regular CC data.

- Work with the management team to Identify, amend and revise processes facilitating a culture of continuous improvement with a technical focus.

4. Customer service:

- Support customer services charter to deliver customer experience.

- Effectively produce well planned rosters aimed at improving the level of service provided when engaging with our customers.

- Provide quality reporting.

- Analysis and reporting of CCC performance on a daily, weekly, monthly and annual basis.

- Chair a weekly internal workforce management meeting covering off previous, current and future performance indicators and providing expert recommendations to maximise key KPIs.