AVP, Workforce Management Analyst (Contact Centre)

Job Descriptions

• Call Performance Analysis and Workforce Management
• Ensures established key performance indicators are met by closely monitoring call statistics.
• Analyses call volume, call trends and call arrival patterns and report on any exceptional deviations.
• Participates in forecasting meetings with relevant departments; develops accurate short and mid-term workload forecasts.
• Controls master system files with schedule information and shift preferences.
• Determines workforce requirements to meet service level objectives.
• Determines agent schedules to meet call centre objectives.
• Ensure maximum utilization of existing technologies to support efficient traffic distribution and use of staff.
• Coordinate with Shift supervisor to manage/ prepare & consult about Call Performance, manpower and OT arrangement.
• Complete Call Center MIS Report such as MMD, E2E, GRO, GTO, MBR to Management Team by monthly basis.
• Support and deliver special assignment or any ad hoc- report as required by Management.
• Support Call Center Team in any related tracking report.

Qualifications

• Bachelor degree or higher in Business Administration or any related field.
• Minimum 5 years working experience in workforce management analysis, preferable in Call Center or Customer Service services.
• Strong analytical and systematic thinking skills, able to make best use of relevant database
• Good computer literacy (MS Office)
• Good interpersonal and coordination skills.
• Good command in English and Thai.