Lương
12 Tr - 20 Tr VND
Kinh nghiệm
1 - 3
Năm
Cấp bậc
Nhân viên
Hết hạn nộp
30/09/2024
Phúc lợi
Chế độ bảo hiểm
Du Lịch
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
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 Login/Logout report 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 Any other Internal or Client reports as agreed with Operations 5. Billing
Provide and consolidate data required for preparing Minutes of Acceptance (Login hours/Attendance/OT/Volume) Calculate the unit/headcount as per client approved Email/Contract Check and prepare Bonus & Penalty (if applicable) Send billing data to Operations/Client for review/approval Compliance Alert Operations when client account isn't deleted in a timely manner (upon employee's resignation) Alert Operations or higher-level management upon finding frauds Communicate with management and operations team to ensure compliance with company standards
Yêu Cầu Công Việc
Call Center knowledge – especially Customer Services operational metrics Workforce Management in Call center knowledge - Forecasting, Rostering, Scheduling Ability to use Power BI, SQL and Microsoft Office (Word, Excel and PowerPoint) Researching, Planning, Reporting, Presentation, Communication Problem solving mindset Logic and critical thinking mindset Attention to details Willing to learn and open to new ideas/areas Basic English communication skill
Địa điểm làm việc
Hồ Chí Minh
38 Huynh Lan Khanh Street, Ward 2, Tan Binh District, HCMC