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
Compliance
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
Communicate with management and operations team to ensure compliance with company standards

Call Center knowledge - especially Customer Services operational metrics
Workforce Management in Call center knowledge - Forecasting, Rostering, Scheduling
Ability to use Power BI, SQL and Microsoft Office (Word, Excel and PowerPoint)
Researching, Planning, Reporting, Presentation, Communication
Problem solving mindset
Logic and critical thinking mindset
Attention to details
Willing to learn and open to new ideas/areas
Basic English communication skill