Wfm Speacialist

Responsible for scheduling of associates as per forecast pattern and considering other site level constraints.
- Should have sound knowledge of routing of contacts and prioritization of contacts as per severity to ensure that service levels are met.
- Creates Interval level/daily level and Week level plan for business to meet the forecasted numbers and required productivity.
- Mitigates capacity risks of that site by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage/track exceptions.
- Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators such as Occupancy, Productivity, shrinkage, lost hours etc
- Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding to the best workflow management practices.
- Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site.
- Creates reports to drive productivity or to help with root cause analysis.
- Plays an active role in mentoring workflow talent.

**BASIC QUALIFICATIONS**:

- Bachelor’s Degree
- Overall workflow experience of 2 -3 years along with 2 years of scheduling experience (both tools based & manual)
- Should possess strong knowledge of workflow concepts and its implications.
- Should possess strong analytical and quantitative skills.
- Advance expertise in Microsoft Excel Formulae, Macros, etc
- Excellent verbal and written communication skills
- High attention to detail with the capability to lead multiple, challenging priorities simultaneously while in a high-pressure, high-risk environment.
- Ability to effectively communicate with stakeholders, should have interest & ability to work on process-improvements initiatives and projects.
- Excellent planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
- Solve for both service level problems and the challenges of minute-to-minute change will be necessary.

AJWH

**Job Types**: Full-time, Permanent

**Salary**: RM4,500.00 - RM5,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Early shift
- Monday to Friday