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Workforce Management Analyst (Data Report)

Vietnam Concentrix Services Company Limited

06th FL, QTSC 9 Building, Quang Trung Software City, Tan Chanh Hiep Ward, Dist 12

Ngày đăng: 27-08-2024

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  • Cấp bậc

    Mới tốt nghiệp

  • Lương

Mô tả Công việc

  • Data Analyst will act as a liaison between the Centralized and Site WFM teams.
  • Initiates and manages all WFM communications between centralized,site teams, and leadership.
  • Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
  • Preparing schedules using IEX for different queues across locations and mitigating gaps in schedules.
  • Root cause analysis of SLA deviations, action plan development and resolution · Monitor real-time queue, schedule adherence & attendance.
  • Key daily exception requests and update schedules
  • Optimize breaks of the day or day before the actual schedule.
  • Schedule ADHOC intra-day training requests and update schedules.
  • Produce and analyze daily efficiency reports (representative availability, access level etc.
  • Attend/lead centralized and/or site management meetings, as required
  • Strong data source relationship understanding is desired. Database knowledge will be ideal.
  • Cater to real time reporting adhoc requests as and when required.
  • Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
  • Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation

Yêu Cầu Công Việc

  • At least 1 years’ experience in Data Analyst
  • Strong experience in Excel and Python.
  • Have sense to detect and regcognize non-compiance behavior.
  • Ability to communicate and inspire employees.
  • Have logic-mind

Thông tin khác

  • Hình thức: Nhân viên chính thức

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Vietnam Concentrix Services Company Limited

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. It’s all about tapping into sentiment and building an emotional connection that keeps customers and staff fanatical about your brand. That’s where we come in—we create exceptional customer engagement, accelerate digital transformation, and deliver actionable CX insights. We help you reimagine your business—and get you there faster than you ever thought possible.

06th FL, QTSC 9 Building, Quang Trung Software City, Tan Chanh Hiep Ward, Dist 12

https://www.concentrix.com/different-by-design/

Qui mô công ty: 500-999

Người liên hệ: HR Department

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