Customer Support Planning & Analyst

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  • Responsible for benchmarking customer support practices within and outside of the Software Support industry
  • Analyze trends and make recommendations in relation to case volume, shrinkage, attendance, and attrition
  • Responsible for scheduling of CS meetings, training and overtime planning
  • Strong conceptual understanding of databases, data structures and big data repositories
  • Proactive in the delivery of critical information and data analysis to drive improvements in efficiency, productivity and performance
  • Ensures adherence to agent schedules to optimise the balance of employee engagement and team performance
  • To ensure that all reported issues are dealt with professionally and competently and that they are recorded and resolved in accordance with the SLAs


  • 3+ years of Workforce Planning experience, and 3+ years of working experience in call center operations
  • Highly proficient in the use of google sheet, Access, PowerPoint with demonstrable understanding of advance Microsoft Office tools (e.g. VBA, pivot tables, array formulas, data import/export)
  • Data-driven and self-motivated with a strong ‘can do’ attitude in a fast-paced environment
  • Ability to think quickly and get things done
  • Detail-oriented
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Benefits & Perks
Flexible hours that suit your pace
Breakfast and lunch provided
Work from home or anywhere
Barista service available daily
MacBook provided for everyone
Afterwork beer available daily
No cap on your annual leave
Yearly company outing trip
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