Workforce Management Senior Specialist - Intraday (Kuala Lumpur)

Wise Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

We’re looking for a Workforce Management Senior Specialist to join our team in the Kuala Lumpur office. As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You’ll be collaborating with stakeholders from operational teams, product teams, and analysts across all levels. You’ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This role, with a deep understanding of our customers' needs, will directly impact helping our customers get support and enable our agents to do their best work.

We are looking for superstars in the Intraday / RTA function and will discuss your preference and forte during the interview rounds.

Your Mission

• Know exactly where SLAs and our metrics stand at any given time
• Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders
• Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve
• Introduce alternative forecasts when asked, based on the situation
• Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs
• Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices
• Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents
• Ensure your stakeholders are constantly aware of what you’re working on and how you’re supporting them, actively aligning on priorities and action plans
• Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives
• Create and / or adjust agents schedules for our teams based on the latest forecasted volumes to optimise SLAs
• Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation
• Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices

What you’ll have the opportunity to do

Qualifications

About you

Compensation

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