Job Title:
Supervisor,WFM
Job Description
• Planning & Scheduling
• Manpower Planning, Scheduling, Transitioning new logos
• Preparing and publishing WBRs, MBRs, QBRs
• Recognize and recommend operational and support improvements for the enterprise
• Collect, analyze and report historical center performance statistics
• Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making
- Managing WFM Personnel
- Planning & Scheduling
- Manpower Planning, Scheduling, Transitioning new logos
- Preparing and publishing WBRs, MBRs, QBRs
- Preparing PPTs and presentations
- Running scenarios and simulations basis requirement
- Data reporting to other departments like Finance , IT Operations etc.
- Recognize and recommend operational and support improvements for the enterprise
- Creating Schedules and lead the weekly scheduling performance review and provide recommendations
- Administration of communication to and from Operations and other support departments.
- Collect, analyze and report historical center performance statistics.
- Understanding of Workload and HC calculations
- Perform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets
- Provide end to end analysis of financial assessment on weekly basis rolling up to the month
- Create accruals for revenues that may have been possibly earned but are not yet recorded in the account
- Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis
- Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle
- Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue
- Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making
Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business
Location:
THA Bangkok - Bhiraj Tower at Bitech, 15th Flr
Language Requirements:
Time Type:
Full time
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