New Job Order: Workforce Management Role

• Working Hours: 9:00 AM – 6:00 PM
• Salary: Up to RM6,000
• Interview mode: Virtual or Physical onsite
• Assessment: WFM Assessment only onsite

Roles & Responsibilities:

• Design and implement scheduling and capacity planning to support multiple projects.
• Build, develop, and lead a responsive Resource Planning team to meet performance standards and deliver on critical staff planning activities, including:
1. Daily volume forecasting and staff scheduling
2. Weekly scheduling adjustments (e.g., OT plans)
3. Monthly forecasting
4. Performance measurement
• Develop and manage capacity planning tools to forecast customer volume accurately across various channels (hourly, daily, monthly).
• Translate forecasts into hiring plans and staff schedules, optimizing placement to match volume patterns.
• Analyze volume drivers and root causes to identify opportunities for event avoidance and contact reduction.
• Support contact center operations through forecasting and staffing insights (e.g., seat capacity, workstations, hardware needs).
• Set and communicate clear goals, objectives, and performance standards across teams.
• Regularly review WFM procedures to ensure alignment with guidelines and client needs.
• Participate in special projects and perform other assigned duties.
• Recommend and implement process improvements for optimal performance in contact center operations.
• Provide ongoing risk assessments and corrective/preventive actions.
• Manage internal communication between WFM and stakeholders.
• Collaborate with business verticals to expand WFM support.
• Lead strategic WFM initiatives and propose new capabilities to Executive Leadership.
• Drive cost reduction, service level improvement, and customer satisfaction.

Job Requirements:

• Minimum 5 years of experience in Workforce Management.
• At least 2 years in the outsourcing industry.
• Strong understanding of WFM principles with proven experience in strategic workforce planning in complex environments.
• Excellent verbal and written communication in Business English.
• Prior supervisory experience and familiarity with WFM systems, COPC methodology, and Microsoft Office.
• Strong project management and multitasking skills.
• Ability to work in a fast-paced, dynamic environment with strong attention to detail.
• Strong interpersonal skills, with the ability to collaborate across diverse teams and cultures.
• Experience with SQL, Python, R, and Power BI is an added advantage.