FBS CS Data Analyst - BI, Scommerce

Responsibilities

• Utilize workforce management tools and techniques to forecast contact volume and schedule staff efficiently.
• Analyze contact volume patterns across campaigns, channels, and queues to optimize scheduling.
• Align scheduling and forecasting requirements to ensure optimal interval-level shift coverage.
• Proactively adjust workforce plans based on dynamic volume shifts and re-forecast when necessary.
• Ensure schedules are generated on a timely basis to maximize resource allocation efficiency.
• Develop short-term and long-term capacity plans, volume forecasts, and roster schedules to consistently meet SLAs and operational targets.
• Maintain and update rosters in line with business demands, campaign spikes, and agent availability/requests.
• Work closely with the Customer Service team to align planning with broader operational goals.
• Monitor real-time contact queues and agent activities to ensure strict adherence to schedules and target metrics.
• Manage contact volume, daily attendance, and break schedules, taking immediate corrective actions during volume surges or queue imbalances.

Requirements

• Thai nationality.
• Bachelor's Degree in any related field.
• At least 1–3 years of experience in Workforce Management (WFM), Real-Time Analysis (RTA), or Data Analysis within a Contact Center / E-commerce environment. (Optional)
• Strong knowledge of Contact Center metrics (e.g., SLAs, AHT, Adherence, Call/Chat Volumes).
• Advanced proficiency in Microsoft Excel (Lookups, Pivot Tables, Data Modeling); proficiency in BI tools (SQL, Tableau, Power BI) is a plus.
• Excellent communication and coordination skills to collaborate effectively with CS Team Leaders and management.
• Ability to thrive and adapt quickly in a fast-paced, high-demand operational environment.
• Willingness to work on a rotating schedule/shift roster as required by business operations.