Utilize workforce management tools and techniques to forecast contact volume and schedule staff efficiently.
Analyze contact volume patterns across campaigns, channels, and queues to optimize scheduling.
Align scheduling and forecasting requirements to ensure optimal interval-level shift coverage.
Proactively adjust workforce plans based on dynamic volume shifts and re-forecast when necessary.
Ensure schedules are generated on a timely basis to maximize resource allocation efficiency.
Develop short-term and long-term capacity plans, volume forecasts, and roster schedules to consistently meet SLAs and operational targets.
Maintain and update rosters in line with business demands, campaign spikes, and agent availability/requests.
Work closely with the Customer Service team to align planning with broader operational goals.
Monitor real-time contact queues and agent activities to ensure strict adherence to schedules and target metrics.
Manage contact volume, daily attendance, and break schedules, taking immediate corrective actions during volume surges or queue imbalances.

Thai nationality.
Bachelor's Degree in any related field.
At least 1â€3 years of experience in Workforce Management (WFM), Real-Time Analysis (RTA), or Data Analysis within a Contact Center / E-commerce environment. (Optional)
Strong knowledge of Contact Center metrics (e.g., SLAs, AHT, Adherence, Call/Chat Volumes).
Advanced proficiency in Microsoft Excel (Lookups, Pivot Tables, Data Modeling) proficiency in BI tools (SQL, Tableau, Power BI) is a plus.
Excellent communication and coordination skills to collaborate effectively with CS Team Leaders and management.
Ability to thrive and adapt quickly in a fast-paced, high-demand operational environment.
Willingness to work on a rotating schedule/shift roster as required by business operations.

FBS CS Data Analyst - BI, Scommerce