Data Analyst Team Leader

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Headhunt Vietnam Full time

Key Responsibilities:

  • Data Analyst will act as a liaison between the Centralized and Site WFM teams.
  • Initiates and manages all WFM communications between centralized,site teams, and leadership
  • Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
  • Preparing schedules using IEX for different queues across locations and mitigating gaps in schedules.
  • Root cause analysis of SLA deviations, action plan development and resolution
  • Monitor realtime queue, schedule adherence & attendance.
  • Key daily exception requests and update schedules
  • Optimize breaks of the day or day before the actual schedule.
  • Schedule ADHOC intraday training requests and update schedules.
  • Produce and analyze daily efficiency reports (representative availability, access level etc.)
  • Attend/lead centralized and/or site management meetings, as required
  • Strong data source relationship understanding is desired. Database knowledge will be ideal.
  • Cater to real time reporting adhoc requests as and when required.
  • Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
  • Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation

Desired Skills:

  • At least 4 years experience in Data Analyst and at least 1 years in the team leader role.
  • Knowledge and experience in telesales will be a plus
  • Have sense to detect and regcognize noncompiance behavior.
  • Ability to communicate and inspire employees.
  • Have logicmind

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