• Periodically calculate demand and supply requirement and conduct workforce planning to make sure monthly staffing and scheduling plan are under control
• Analyze process, productivity gaps and find out solutions for short-term and long-term improvement
•Support ad-hoc contact center performance analysis to know gaps for customer accessibility improvement
• Support management by preparing insights from data analysis as well as presentation for executive review.
• Co-ordinate with cross functional team to be able to handle dynamic changes in customer services communication