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Real-Time Analyst (Data Analytics & Workforce Management)
MiTek Việt Nam · Hồ Chí Minh
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Nhân viên
Ngành nghề
CNTT - Phần mềm
Mức lương
Thương lượng
Địa điểm
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh
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Tổng quan
- Operational Data Analysis
- Collect, validate, and analyze operational, customer demand, and workforce data to support scheduling and operational decision-making.
- Identify trends, variances, and potential risks from historical and real-time data, providing insights to support workforce optimization and operational performance.
- Real-Time Data Administrator
- Monitor real-time operational performance and analyze variances between actual demand and staffing plans to maintain service targets.
- Monitor schedule adherence, manage workforce exceptions, and perform approved intraday adjustments.
- Work with Team Leaders and stakeholders to resolve operational issues, provide updates, and complete operational handovers as required.
- Staffing Needs & Risks Report
- Analyse operational data to identify staffing requirements, overtime needs, and service delivery risks.
- Escalate significant workload fluctuations, system issues, and operational risks to relevant stakeholders.
- Reporting & Analytics
- Produce and distribute operational, workforce, and performance reports in accordance with established standards.
- Immediately raise volume spikes, system issues, and significant service risks with Team Leaders and Contact Centre Leadership, while notifying the Workforce Management Lead.
- Rostering & Scheduling
- Build, maintain, and update rosters and schedules that meet staffing requirements, including shifts, breaks, and approved leave
- Schedule and coordinate training, coaching, team meetings, one-on-ones, and other off-phone activities.
- Systems & Continuous Improvement
- Maintain workforce, scheduling, and operational data across Contact Centre and CRM platforms.
- Identify and support improvements in processes, reporting, data quality, and operational efficiency.
- Other reasonable tasks as assigned.
Quyền lợi
- 13th-month bonus, year-end performance bonus
- PVI insurance, full social insurance, 24/7 accident insurance, annual health check-ups
- 12 annual leave days, Christmas holiday
- English courses, LinkedIn Learning, MiTek University, overseas training opportunities
- Recognition of Achievements & Contributions: Employee of the Month/Year, Platinum Star Award, VIP trip for employees with 3 years of service, Awards for 10 or 15 years of service
- Free diverse lunch options, team-building activities, sports clubs (Badminton, Football, Swimming, Modern Dance, Yoga, Esports, Gym)
Chế độ thưởngĐào tạo
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