Workforce Management Analyst [MPR_2026_0891]

WE NEED YOU:

1. Forecasting

✔ Perform analysis and forecast volumes – Day of the month / Day of the week / Hour of the day

✔ Perform Headcount forecast based on the volume received/EWS/Training throughput

2. Rostering & Scheduling

✔ Prepare rosters and schedules as per the volume forecasted

✔ Monitor attendance and schedule adherence

✔ Prepare intraday reports on staff attendance

✔ Ensure Login Adherence - Reconcile attendance with employee login hours against schedule and

✔ Login/Logout report

✔ Analyze AL submissions and approve/deny based on their effect on operations

✔ Manage changes to scheduling to ensure adequate daily resource coverage

3. Performance Management

✔ Maintain data required for measuring the agent performance in the defined format (PBI, Excel, etc.)

✔ Perform KPI ranking for employees based on the grids / parameters for the LOBs

4. MIS and Reporting

✔ Prepare and publish productivity/quality report for employees (PBI)

✔ Prepare TL Dashboard – Team performance by supervisors for managers’ review

✔ Maintain tracker with list of employees with their status (active/inactive), client account, contact

✔ details

✔ Any other Internal or Client reports as agreed with Operations

5. Billing

✔ Provide and consolidate data required for preparing Minutes of Acceptance ( Login hours/ Attendance/

OT/ Volume )

✔ Calculate the unit/headcount as per client approved Email/Contract

✔ Check and prepare Bonus & Penalty (if applicable)

✔ Send billing data to Operations/Client for review/approval

✔ Alert Operations when client account isn‘t deleted in a timely manner (upon employee‘s resignation)

✔ Alert Operations or higher-level management upon finding frauds

WORK LOCATION:

✔ Scetpa Building, 19 Cong Hoa, Bay Hien Ward, HCMC

WORKING TIME:

✔ 9:00 – 18:00, Monday to Friday, every other Saturday (willing rotate with other)

REQUEST

✔ At least 1 years experience in Workforce Management / Data Analyst

✔ Advance Excel, Power BI, and SQL

✔ Ability to use AI tool or Python for process automation and optimization.

✔ Researching, Planning, Reporting, Presentation, Communication

✔ Problem-solving mindset

✔ Logic, analytical and critical thinking mindset

✔ Attention to details

✔ Willing to learn and open to new ideas/areas

✔ English communication skills

✔ Workforce Management in Call center knowledge - Forecasting, Rostering, Scheduling is plus

BENEFITS

✔ Working in the environment of a multinational corporation, with customers being the leading foreign

companies in the field

✔ Promotion opportunities

✔ Periodical bonus: twice/year

✔ Position promotion, salary increase: once/year

✔ 13th-month salary ; Insurances followed Vietnamese Labor Law

✔ Bonuses, gifts for Holidays

✔ Activities: Birthday party, Employee engagement activities