Data Analyst Manager/Workforce Manager (BPO Industry)

Job Description

ROLE PURPOSE
The Workforce Management Manager is responsible for planning, forecasting, and optimizing contact center
resources to ensure service excellence, operational efficiency, and continuous improvement.
KEY RESPONSIBILITIES

Team Contribution
• Execute management directives
• Complete assigned tasks
• Collaborate to achieve team goals
• Promote a culture of service excellence

Resource Planning
• Develop efficient rosters and schedules across all timeframes
• Analyze performance data to support decision-making
• Manage daily scheduling and resource planning
• Provide strategic and tactical forecasts
• Monitor WFM systems and enhance reporting
• Identify roster inefficiencies and propose improvements
• Maintain accurate data in CC systems

Business Improvement
• Report adherence trends and recommend training needs
• Streamline and automate operational reports
• Build a centralized reporting portal
• Collaborate on process improvements with technical focus

Customer Service
• Support customer service charter
• Design rosters to enhance customer experience
• Deliver quality performance reports
• Analyze CC performance regularly
• Lead weekly WFM meetings and recommend KPI improvements

WORK LOCATION:
• Moc Gia Building : 4 Floor, 123 Cong Hoa, Bay Hien Ward, HCMC

WORKING TIME:
• Service time: 8 AM - 5 PM, Monday – Friday & Bi-weekly Saturday

Job Requirement

• Experience with WFM and call routing systems
• Proven ability to implement new systems and processes
• Advanced skills in Word, Excel (Power Pivot), and PowerPoint
• Strong written and verbal communication
• Analytical and problem-solving skills
• Deep understanding of contact center WFM best practices
• Background in contact center operations
• SQL and SSRS reporting skills (preferred)
• VB/VBA or other automation languages (preferred)
• Experience with Microsoft BI Platform (preferred)