Manager, Workforce Management

4 weeks ago

Kuala Lumpur, Malaysia Klook Full time

Kuala Lumpur
Full Time

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?

What you’ll do?

Lead WFM team in delivering high quality analysis through effective management and forecasting of day to day operations

Perform trend analysis of traffic volumes and provide proposals on headcount planning, hiring, resource allocation and mitigation plan if applicable

Prepare, monitor and adjust interval summary proactively to ensure SLA adherence.

Work closely with the operation team in managing call volume, queue management, skills routing and Business Continuity Plan

Responsible for performance dashboard and general operation reporting, including management Weekly Business Review and Monthly Business Review

Ownership of WFM performance metrics, computation and reporting of KPIs

Responsible for vendor management, working closely with outsource teams to ensure contractual compliance, operational excellence, KPI target adherence, invoicing and escalation handling

Ad hoc project support specifically in the area of resource capability, management and allocation

What you’ll need?

At least 5 years of experience in contact center environment with minimum capacity of over 200 seats

Extensive experience in workforce management and planning, capacity planning, forecasting and strategy for contact center

Experience in using WFM Tool or manual via Excel

Strong analytical skills with excellent knowledge

Fluent in spoken and written English.

Eager to work in small team and fast-paced environments

A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that's not afraid to work independently when required

Globally-minded and comfortable working with people from different cultural background and in different time zones

Bachelor's degree or above

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

  • Workforce Management

    3 weeks ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    **Role Title: Workforce Management Analyst** **Job Type: Permanent** **Job Location: Work from home** **Must have skills: - ** - **Scheduling**: - **Forecasting**: - **Capacity Planning**: - **WFM Calculations and formula**: - **Excel experience** **GENERAL SUMMARY**: - Experience in WorkForce Management methodologies, Data Analytics and Data...

  • Workforce Management

    3 weeks ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    **Role Title: Workforce Management Analyst** **Job Type: Permanent** **Job Location: Damansara Heights, Kuala Lumpur - Remote** **Must have skills: - ** - **Scheduling** - **Forecasting** - **Capacity Planning** - **WFM Calculations and formula** - **Excel experience** **GENERAL SUMMARY**: - Experience in WorkForce Management methodologies, Data...

  • Workforce Manager

    2 weeks ago

    Kuala Lumpur, Malaysia Brandt Business Services Sdn Bhd Full time

    **Job responsibilities**: - To manage a team of Resource Planning Analysts, Real-Time Analysts, Schedulers, Forecasters, and Business Performance Analysts, accurately prepare forecasts and budgets for call & non-call workloads and resources, monitoring drivers against business change & developing models to improve accuracy. - To constantly monitor and...

  • Workforce Management Analyst

    3 weeks ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    JOB TITLE **:WORKFORCE MANAGEMENT (WFM) ANALYST** DIVISION **:GLOBAL WORKFORCE MANAGEMENT** REPORTS TO **:MANAGER, REMOTE ASSESSMENTS** **GENERAL SUMMARY**: Be accountable in ensuring that client/customer goals are met by analyzing work volume variances to forecast, adjusting scheduling/staffing levels as necessary and supporting a global strategy to...

  • Workforce Management Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    JOB TITLE :WORKFORCE MANAGEMENT (WFM) ANALYSTDIVISION :GLOBAL WORKFORCE MANAGEMENTREPORTS TO :MANAGER, REMOTE ASSESSMENTSGENERAL SUMMARY:Be accountable in ensuring that client/customer goals are met by analyzing work volume variances to forecast, adjusting scheduling/staffing levels as necessary and supporting a global strategy to improve productivity.DUTIES...

  • Workforce Management, Analyst

    3 weeks ago

    Kuala Lumpur, Malaysia AIA Full time

    At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. - It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._ - And to get there, we need...

  • Workforce Management

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time

    Department Operations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and...

  • Workforce Management Analyst

    4 weeks ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    **Workforce Management Analyst** **Job Type**: Permanent **Experience**: 3-4 Years **Division **:GLOBAL WORKFORCE MANAGEMENT **Report To**: MANAGER, TEST HOURS MANAGEMENT **DUTIES & RESPONSIBILITIES**: - Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are - met. - Drive overall reduction of cost by...

  • Workforce Management

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Timesconsult (Recruitment Firm) Full time

    Key Responsibilities Responsible for managing and ensuring the service level agreements for various programs are met Manage the call volume, daily attendance and program break schedules Analyse data to outline reasons for under/over performance and recommend actions to improve performance Assist with creation of metrics and targets to meet service level...

  • Workforce Management Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    Workforce Management AnalystJob Type: PermanentExperience: 3-4 YearsDivision :GLOBAL WORKFORCE MANAGEMENTReport To: MANAGER, TEST HOURS MANAGEMENTDUTIES & RESPONSIBILITIES: Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are- met. Drive overall reduction of cost by working closely with Operations Managers...

  • Workforce Management Expert

    3 weeks ago

    Kuala Lumpur, Malaysia Recruitopia Full time

    Create scheduling in Workforce Management tool - Manage changes to scheduling to ensure adequately daily resource coverage - Work closely with Operations management to assist them in enforcing schedule adherence and Aux code usage - Collect, analyze and process operation’s data on daily/weekly/monthly/quarterly/half yearly basis to generate accurate /...

  • Manager, Workforce Management

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Klook Full time

    Kuala LumpurFull TimeAbout KlookWe are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated...

  • Tiktok Shop

    3 weeks ago

    Kuala Lumpur, Malaysia TikTok Full time

    Responsibilities About Us TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Creation is the core of TikTok's...

  • Workforce Management Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time

    Department Operations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and...

  • Workforce Management Analyst

    3 weeks ago

    Kuala Lumpur, Malaysia Telecontinent Sdn Bhd Full time

    **Requirement** - Preferable with at least a Degree level - At least five years of call center/customer service - Proficient in Microsoft Excel. - Good communication skills (both spoken and written): - English - Chinese - Bahasa Malaysia/Indonesia - Must be a team player and problem solver - Computer literacy is a must **Job Responsibility**: **1. Resource...

  • Workforce Planning

    1 month ago

    Kuala Lumpur, Malaysia Randstad Malaysia Full time

    about the companyOur client is a management consulting firm. about the role They are currently looking for a Workforce Planning and Development Manager to join their growing team. You responsibilities include but are not limited to:-Manage the staffing project life cycleUnderstanding supply and demand gaps across the marketAct as an advisor on staffing...

  • Workforce Planning

    4 weeks ago

    Kuala Lumpur, Malaysia Randstad Malaysia Full time

    about the companyOur client is a management consulting firm. about the role They are currently looking for a Workforce Planning and Development Manager to join their growing team. You responsibilities include but are not limited to:-Manage the staffing project life cycleUnderstanding supply and demand gaps across the marketAct as an advisor on staffing...

  • Tiktok Live

    1 week ago

    Kuala Lumpur, Malaysia TikTok Full time

    Responsibilities About TikTok TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Why Join Us At TikTok, our people are humble, intelligent, compassionate and creative....

  • Workforce Management Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia GRADUAN Full time

    Company Telecontinent Sdn bhd - location Malaysia : WP - Kuala Lumpur - Get Direction- Deadline 23 May 2024, 11:10 PM - Salary MYR 4000.00 - MYR 5000.00 Job Scope - Resource Planning: a. Efficient allocation of resources, including staffing and scheduling, to meet fluctuating volumes and operational demands. b. Optimize workforce management strategies...

  • Workforce Management Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia Telecontinent Sdn Bhd Full time

    **Requirement** - Preferable with at least a Degree level - At least five years of call center/customer service - Experience in handling from **Forecasting, Scheduling and Real-Time Analyst** - Proficient in Microsoft Excel. - Good communication skills (both spoken and written): - English, Bahasa Melayu - Mandarin (advantage) - Must be a team player and...