Main Responsibilities & Measurements
- Resource Planning (Purpose of the Job)
- Make a call forecast and sales forecast based on the various information such as new product launch, promotion, PR activities, seasonality and recent trend.
- Build the most relevant schedule for the teams (approx. 60 FTE) based on the call/sales forecast. That includes outsourcer’s resource.
- Estimate mid-term FTE requirement based on the mid-term forecast of workload.
- Resource Planning (Measurement)
- Call Forecast Accuracy
- Fill Rate of Schedule
- Sales Forecast Accuracy (%Sales Achievement)
- Reporting / Statistics (Purpose of the Job)
- Monitor Client Advisors staffing and status code adherence.
- Periodically monitor contact related KPIs like Utilization Rate, Occupancy Rate and CPH to maximize CA’s productivity and efficiency.
- Periodically monitor sales related KPIs like sales T/O, #Transaction, Conversion Rate, Sales Per Transaction and traffic data.
- Create/Update periodical reports with clear judgement vs our KPI targets.
- Analyze the result of sales performance and service performance and make the mechanics/reasons of the problem clear and explain to the management team.
- Make an activity plan to improve Sales/Service related KPIs with the management team.
- Reporting / Statistics (Measurement)
- Utilization Rate
- Occupancy Rate
- Handled Call Rate
- Service Level for call, chat, mail and LINE/ABC
- Call Per Hour
- Cost Per Call
- Sales Conversion Rate
- Other jobs (Purpose of the Job)
- Compile monthly induvial KPI data to calculate sales incentive to be filed to HR.
- Provide day-to-day analytic support to the team managers.
- Design and develop databases, spreadsheets, and reports as requested by the managers, by utilizing Business Intelligence tool.
- Support preparation of presentation or other materials showing the result of analysis.
- Conduct other ad-hoc analysis, duties and responsibilities may be required and/or assigned as necessary.
- Other jobs (Measurement)
- On time analysis/reporting
