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Workforce Management Role

Workforce Management Role

GokardzShah Alam, Selangor, Malaysia
30+ hari lalu
Penerangan pekerjaan

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.

    • #J-18808-Ljbffr

    Buat amaran kerja untuk carian ini

    Management Management • Shah Alam, Selangor, Malaysia

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