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
