포지션 소개
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.
필수 스킬
Data analysis
Reporting
Stakeholder management
