Workforce Management AnalystCHI NHÁNH CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

Mô tả Công việc
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
• 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