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Work Force Management

3 months ago

Subang Jaya, Selangor, Malaysia Agensi Pekerjaan Find Talent Sdn Bhd Full time
The Workforce Management Specialist prepares and produces work volume and staffing forecast dashboards, comparative data on results vs. forecasts, identifies opportunities for improvement, and recommends solutions. This position provides workforce management scheduling and load balancing requirements for work peaks and valleys.

  • Creates reports and dashboards on historical data and forecasting results from applicable systems
  • Analyse and develops weekly recommendations for scheduling and use staffing requirements, call center, and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments
  • Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimise staffing forecasts
  • Maintains holiday pattern forecasts to effectively coverage for holidays
  • Provides all workload forecasting and consequent staffing planning to meet service goals
  • Ensures service levels and productivity goals are met. Implements and maintains workforce management process
  • Lead analysis and staffing change data for continuous quality and productivity improvement
  • Oversees technology and process improvements to ensure high customer satisfaction and costeffectiveness
  • Develops presentations on recommendations and process implementations to senior management
  • Completes special projects as needed
  • Coordinates all reporting related to Workforce Management
  • Participates in strategic planning and goal development

Job Requirements:

  • At least 2 years of experience in the workforce management field
  • Effective operational language proficiency of Business English in verbal and written form
  • Proficiency in mathematical and analytical skills
  • Knowledge of general contact center processes & KPI
  • Knowledge of and/or experience with WFM systems, COPC methodology, Lean Six Sigma methodology, etc.
  • Experience using software to build and maintain complex forecasting models
  • Excellent verbal and written communication skills
  • Excellent organizational skills and attention to detail
  • Excellent time management skills with a proven ability to meet deadlines
  • Strong analytical and problemsolving skills
  • Proficient with Microsoft Excel and PowerPoint or related software

Job Benefits Description:

  • We're conveniently located in Subang Jaya, accessible by LRT Putra or KTM Subang Jaya station. No long commutes for you
  • Let's talk compensation: an enticing commission structure that rewards your hard work
  • Training and development to upscale your soft and hard skills
  • Career progression within the same team or across different projects

Pay:
RM6, RM7,000.00 per month

Schedule:

  • Monday to Friday

Experience:

- workforce management field(in BPO industry): 2 years (required)