Specialist, Workforce Management (Bilingual Mandarin and English Support) Kuala Lumpur, Malaysia

Specialist, Workforce Management (Bilingual Mandarin and English Support)

Who We Are :

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles : We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

What You'll be Doing :

As a key member of the WFM team, the WFM Associate is responsible for core workforce functions including workload forecasting, headcount planning, capacity planning, scheduling, and reporting. This role ensures the optimal allocation of workforce resources through data-driven approaches to support service level achievement, operational efficiency, and cost control.

You’re expected to well verse of the following functions and be capable of producing the necessary work files and analysis :

• Forecasting

Analyze historical data and business trends to generate short-term and long-term forecasts across different contact channels (calls, tickets, chats, etc.). Continuously refine forecasting assumptions and models.

Convert demand forecasts into actionable headcount and capacity plans, collaborating with HR and Ops to ensure workforce readiness.

Build optimized, compliant shift plans while managing leaves and activities to ensure smooth daily operations.

Monitor live operational metrics such as online headcount, queue status, and SLA performance; proactively coordinate resources to handle unexpected situations and ensure service levels are balanced.

Prepare regular performance reports and monitor key metrics (e.g., attendance, occupancy, SLA). Identify trends and risks, provide insights for decisions, and support KPI documentation for operations.

What We Look For in You :

Benefits :

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