WFM Analyst - Native Thai
TP Bangkok, Bangkok City, Thailand (On-site)
Responsibilities:
- Responsible for Performance Analysis, reporting development, tracking, documenting and communicating agent activity and performance on multiple lines of business through phone, chat or email.
- Ensuring schedules are rotated and maintaining capacity plan.
- Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
- Recommend procedural and operational guideline changes to improve communications and operational efficiency.
- Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
- Analyzing real-time volume trends and make adjustments to staffing to ensure service levels as well as company financial goals.
- Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
- Planning and scheduling off-phone events.
- Maintain confidentiality relative to organizational strategies, objectives, and practices
Skills:
- 2 - 3 years experience in Workforce Management Department
- Strong data analytics and creation of reports
- Experience in automating task/reports that are manual to reduce cycle time and defects.
- Proficient user of Excel and understanding call center statistics a must.
- Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.
- Experience in developing dashboards, and understandable reports and useful visualization.
- Flexible schedule and excellent attendance record
- Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift, weekends and holidays)
