Business Operations Analyst
1 month ago
Job Summary
Gear Inc is seeking a skilled Business Operations Analyst to join our team in Hanoi, Vietnam. As a key member of our workforce management team, you will be responsible for analyzing and forecasting workforce capacity to ensure seamless operations.
Key Responsibilities
- Workforce Planning and Scheduling
- Prepare work schedules by team, queue, and line of business, including breaks, training, team meetings, and other non-moderation activities.
- Maintain a roster of staff with accurate employee details, including availability, preferences, and skills.
- Coordinate with training and talent acquisition teams to forecast and manage staffing needs.
- Monitor adherence to work schedules and track over/under compliance, creating action plans to address staffing gaps and optimize utilization.
- Act as a workforce management subject matter expert, providing program oversight and taking appropriate action to meet KPI goals and maximize efficiency.
- Workforce Forecasting
- Analyze work volume projections using historical patterns and incorporate current trends at every interval in a 30, 60, and 90-day rolling period.
- Adjust volume forecast based on actual volume inputs and relay any changes to the WFM RTA and operations teams.
- Responsible for FTE forecasting requirements to meet targets based on work volume supplied by the client, combined with planned shrinkage, attrition, absenteeism, and work-related shrinkages.
- Project utilization rates based on current headcount and recommend capacity intake for offline activities to the WFM planner.
- Design productivity targets based on current resource supply and project overtime requirements when needed to meet service level and productivity metrics.
- Project seating requirements, seat utilization, and occupancy per LOB based on current manpower, company resources, and upcoming/existing business needs.
- Maintain capacity planning files and documents according to standard operating procedures and quality expectations.
Requirements
- University degree, ideally in a relevant field such as data analysis or a similar field.
- Minimum of 1 year of proven experience in a relevant position.
- Proficient in English communication.
- Solid knowledge of workforce management in the BPO industry, including planning, scheduling, and forecasting.
- Content moderation familiarity is a plus.
- Excellent data analysis skills with strong logical thinking and the ability to organize and analyze data in a structured manner.
- High level of critical thinking and attention to details.
- Familiar with Google Spreadsheet, Excel is a must, with other data analysis tools a bonus.
- Thrive in a fast-paced content moderation environment.
- Good reporting and presentation skills.
- Fast-learning and open to change.
- Incorruptible integrity, initiative, and a strong work ethic.
- Excellent time management and organizational skills.
- Personal traits and self-management skills are required to manage unique risks and a fast-paced work environment within the content moderation industry.
Benefits
- Attractive salary and bonus.
- Premium healthcare and mental health care service, 100% covered by the company.
- Extra bonus for personal events and a baby box for staff welcoming a new baby.
- Annual health check and flu vaccination.
- Summer vacation with paid days off and bonus.
- Paid leave.
- We work 40 hours per week.
- International, fun, and professional working environment.
- Standing desks, modern hardware, free drinks.
- Training and career development opportunities.
- Free in-house gym and game room.
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