Workforce Management Role

GokardzShah Alam, Selangor, Malaysia

30+ days ago

Job description

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 :

Daily volume forecasting and staff scheduling

Weekly scheduling adjustments (e.g., OT plans)

Monthly forecasting

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.

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Management Management • Shah Alam, Selangor, Malaysia

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