Workforce Management & Reporting Staff

1.
Responsible for but not limited to preparing data forecasting, service levels, handling times, manpower calculations, and other operational reports.
2.
Create and maintain hourly, daily, weekly, and monthly forecasts including the arrangement of agent's rosters as part of the manpower planning.
3.
Conduct regular audits and identify anomalies in individual agents' performance.
4.
Analyze trends of historical data from the dashboard and support the leadership team in creating reports on account performance reviews and other ad-hoc tasks.
5.
Provide recommendations and implement improvements on data tracking and reporting.
**Requirements**:
1.
Minimum Bachelor's degree in Mathematics, Computer Science, Statistics, Accounting, or a related field is preferred.
2.
Experience in data management and data analysis role will be an advantage.
3.
Advance skill in Microsoft Excel is non-negotiable.
4.
High attention to detail as the work requires very high accuracy.
5.
Good communication skills in both Bahasa and English.
6.
Good analytical skills with the ability to utilize data to support his/her arguments.
7.
Comfortable working with tight deadlines.