Concentrix Service Vietnam ★ 3.5

- 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 of 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 real-time queue, schedule adherence & attendance.
- Key daily exception requests and update schedules
- Optimize breaks of the day or day before the actual schedule.
- Schedule ADHOC intra-day 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