Data Analyst (Workforce Management Analyst_Call Center)

Job Description

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

Job Requirement

• 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