Job Description:

  • Prepare contacts mid & short term forecasting for all channels – Salesforce tickets, live chat and social media. At least, 45 days in advance
  • Analyze trends such as tickets volume, live chat volume, AHT, shrinkage, attrition and build it in the capacity planning. Based on the analysis, propose headcount requirement and recommended hiring
  • Prepare interval level forecast and requirement for resources planning
  • Administrate WFM tool to ensure the information is accurate and up to date
  • Perform real time monitoring and mitigation action plans. Work closely with management to execute it
  • Compare actual results to forecasted results, identifying opportunities for improvement
  • Creating, modifying and/or enhancing existing reports and providing other types of data files as needed.
  • Maintaining, updating and publishing daily/weekly/monthly WFM-related reports, and other reports as requested
  • Perform trend analysis and make recommendations if applicable.
  • Perform random audit on partner sites contacts
  • Take on ad-hoc projects/assignments

Requirements: 

  • 2 years of experience as workforce planning or real time monitoring analyst
  • Having excellent communication skill in English
  • Being able to work independently
  • Being flexible and adaptable
  • Ability to multitask, prioritize and manage time effectively
  • Demonstrate teamwork all the time

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