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WFM Manager - KL

WFM Manager - KL

TeleperformancePetaling Jaya, Selangor, Malaysia
30+ hari lalu
Penerangan pekerjaan

Qualifications

Requirements :

  • Bachelor's degree in Business, Operations Management, or related field.
  • Proven experience in workforce management within a BPO environment.
  • Strong analytical and problem-solving skills.
  • Proficiency in workforce management tools and software.
  • Excellent communication and leadership abilities.

Responsibilities

Responsibilities :

  • Develop accurate volume and staffing forecasts based on historical data and industry trends.
  • Collaborate with operations teams to understand client requirements and ensure optimal resource allocation.
  • Create and manage employee schedules to meet client service level agreements (SLAs).
  • Implement scheduling strategies to optimize staffing levels and maximize productivity.
  • Monitor and analyze real-time performance data to make immediate adjustments to staffing levels.
  • Implement contingency plans to address unforeseen challenges and ensure uninterrupted service delivery.
  • Generate and analyze workforce performance reports to identify trends and areas for improvement.
  • Provide regular updates to leadership on key performance indicators (KPIs) and recommend strategies for enhancement.
  • Lead and mentor a team of WFM professionals, fostering a culture of collaboration and continuous improvement.
  • Conduct regular performance reviews and provide training to enhance team skills.
  • Utilize workforce management tools effectively to streamline processes and enhance forecasting accuracy.
  • Stay abreast of industry trends and technological advancements in WFM systems.

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    Manager Manager Kl • Petaling Jaya, Selangor, Malaysia