Key Responsibilities
Workforce planning and optimization.
- Define operational forecasting by generating predictive analysis using Data Science methods.
- Formulate mid to long term staffing plans for all of Operations.
- Evaluate optional plans by identifying outcomes and service level impacts.
- Help refine and improve accuracy of existing staffing plans.
- Evaluate and document process and process evolution.
- Adhere to all planning process requirements.
- Drive best practice sharing, efficiency increases, global standard setting and harmonization.
- Provide support for business cases calculation and budget assumptions.
- Execute operational plan based on the Strategic plan defined with Business Leaders (operations) and track their deliverables.
- Analyze the impact of volume, AHT and shrinkage on staffing requirement.
- Maintain operational forecast variance to plan.
- Advise on staffing needs and performance issues impacting service levels to the WFM and Ops head in a timely manner.
- Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on LOB requirement and internal capacity plan numbers.
- Assist WFM and Ops head with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers.
- Establish a professional and collaborative working relationship with the Local team and Global team.
- Maintain flexibility regarding requests and actions assigned to meet the needs of the Ops.
- Work within multidisciplinary teams across both Local and Global to execute project deliverables.
- Communicate and celebrate success and achievements.
Design, maintain, analyze, and deliver various reports.
- Develop sophisticated programs and queries to automate the gathering, transportation, and delivery of forecasting data and in a variety of formats for a variety of applications.
- Collaborate with Reporting team to review reports or data sources to ensure accuracy, integrity, appropriate interpretation, and high data quality.
- Prepare and issue instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies of reports management.
- Understand new system changes as they affect data, reports, and reporting systems.
- Extract data and manipulate/calculate/format it into presentable reports, charts, and graphs for management use.
- Analyze data and reporting solutions to understand business impact, correlations, discrepancies, and to propose changes/alternate solutions.
- Utilize various business intelligence software platforms and source systems to build dynamic reporting and analytical tools.
Requirements Gathering And Business Contact Throughout Organization
- Participate in requirement gathering sessions, liaise with stakeholders, and document user requirements.
- Transform OPS management requests into technical requirements to ensure accuracy of the results.
- Provide training and documentation to all facets of the organization on self-serve reporting, data governance and KPIs
- Manage intake and prioritization of requests for reporting and analytics.
Qualifications And Requirements
- College Degree/Diploma, preferably in the disciplines of Computer Science, Math, Statistics, or Business, coupled with at least 4 years of experience in a data science/analyst, business intelligence analyst.
- Preferred knowledge of call-center, customer service center or service operations environment.
- Advanced skill in using Windows based applications and MS Office, specifically Excel, PowerPoint, SQL Server, reporting presentation layers and BI tools with the ability to build complex reports and dashboards.
- Experience with MicroStrategy Desktop, Klipfolio or similar data visualization and presentation tools preferred.
- Experience with workforce management tools (Verint, Nice, Genesys, etc.) and Telephony platforms (Cisco, Avaya, Content Guru, etc.)
- Strong organizational skills with expert ability to balance multiple parallel projects and run meetings and workshops.
- Ability to work independently and coach junior team members.
- Exceptional ability to communicate technical ideas in written formats to technical and non-technical audiences.
- Should be bilingual: English / Thai.
- Experience with Agile project concepts a plus.
