Workforce Management

3 weeks ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

GENERAL SUMMARY:
The WFM RTA is responsible for monitoring key / critical queues in real time using CMS
Supervisor (or equivalent queue management software). WFM RTAs liaise directly with
Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure
acceptable thresholds for: Transaction time, hold time, Wrap time and other Aux usages.
Duties and Responsibilities:

- Monitor agent activity in real time, Report to the Operations teams agents that are not adhering

to their assigned schedules or are above acceptable thresholds for; Call Time, Hold Time, Wrap
Time and Idles.
- Real Time Service Level monitoring of all queues, advising leaders when calls are in queue and

advise corrective actions that should be taken including deferring or cancelling of Meetings,
Coaching and other offline activities until Service levels have recovered to acceptable levels.
- Adjusting CSR Skills in real time, to achieve Service Levels.
- Update and maintain accuracy of agents status. This involves processing changes and exceptions,

leave tracking, and other key indicators.
- Assist in the creation of scheduling Meetings and Training as required while ensuring Service

levels targets are maintained.
- Perform comprehensive attendance management including frequent monitoring of Attendance.

Ensure attendance occurrences are updated to agent's schedules in a timely fashion.
- Provide ad-hoc reporting for management as requested.
- Optimize breaks and lunches to minimize impact to Service Level.
- Make recommendation for time off / Leave capacity allowance during periods of overstaffing.
- Reforecast when call volumes or AHT are not matching original forecasts to evaluate

performance for the remainder of the day.
- Process requests for time off including vacation and unpaid leave.
- Assist Forecast/Scheduling Analysts as required.
- Assist with daily / weekly / monthly reporting as required

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

- A good command of the English language in speaking, reading, and writing
- Good knowledge of Excel
- Strong analytical and mathematical skills
- Attentive, accurate and focused, with careful eye for detail
- Ability to work on a variety of tasks simultaneously
- Strong analytical abilities to provide strategies based on historical and current data
- High School education or Industry experience
- Ability to maintain high standard of business ethics, professionalism, and confidentiality of

information at all times

**Salary**: Up to RM4,550.00 per month

**Benefits**:

- Dental insurance
- Flexible schedule
- Health insurance
- Vision insurance

Schedule:

- Night shift

  • 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

    4 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 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 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 Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    **JOB TITLE : WORKFORCE MANAGEMENT (WFM) ANALYST** **DIVISION : GLOBAL WORKFORCE MANAGEMENT** **REPORTS TO : MANAGER, TEST HOURS MANAGEMENT** **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...

  • 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 Planning

    4 weeks ago

    Kuala Lumpur, 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 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 Planning

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Shangri-La Hotels Full time

    Shangri-La Customer Engagement & Process Transformation Kuala LumpurShangri-La's Customer Engagement and Process Transformation center or (CEPT-KL), plays an integral part in supporting the operations of Shangri-la hotels world-wide.Powered by people from various backgrounds, the Shangri-la CEPT-KL family is united by the passion to delight, to learn and to...

  • 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 /...

  • External Workforce Coordinator

    2 weeks ago

    Kuala Lumpur, Malaysia SWIFT Financial Messaging Services Full time

    About the Role In line with the policies/procedures, to provide/improve and communicate External Workforce (Consultants) activities/services, in meeting the project/business owners goals. What to expect: - Understand hiring and/or project deliverables requirement from project managers/business owners and working closely with project managers/business...

  • 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...

  • 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....

  • 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 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...