ROLE PURPOSE
The Workforce Management Manager is responsible for planning, forecasting, and optimizing contact center
resources to ensure service excellence, operational efficiency, and continuous improvement.
KEY RESPONSIBILITIES
Team Contribution
• Execute management directives
• Complete assigned tasks
• Collaborate to achieve team goals
• Promote a culture of service excellence
Resource Planning
• Develop efficient rosters and schedules across all timeframes
• Analyze performance data to support decision-making
• Manage daily scheduling and resource planning
• Provide strategic and tactical forecasts
• Monitor WFM systems and enhance reporting
• Identify roster inefficiencies and propose improvements
• Maintain accurate data in CC systems
Business Improvement
• Report adherence trends and recommend training needs
• Streamline and automate operational reports
• Build a centralized reporting portal
• Collaborate on process improvements with technical focus
Customer Service
• Support customer service charter
• Design rosters to enhance customer experience
• Deliver quality performance reports
• Analyze CC performance regularly
• Lead weekly WFM meetings and recommend KPI improvements
WORK LOCATION:
• Moc Gia Building : 4 Floor, 123 Cong Hoa, Bay Hien Ward, HCMC
WORKING TIME:
• Service time: 8 AM - 5 PM, Monday - Friday & Bi-weekly Saturday

• Experience with WFM and call routing systems
• Proven ability to implement new systems and processes
• Advanced skills in Word, Excel (Power Pivot), and PowerPoint
• Strong written and verbal communication
• Analytical and problem-solving skills
• Deep understanding of contact center WFM best practices
• Background in contact center operations
• SQL and SSRS reporting skills (preferred)
• VB/VBA or other automation languages (preferred)
• Experience with Microsoft BI Platform (preferred)