Workforce Management, Analyst

7 months 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 ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business._

Sound like you? Then read on.

About the Role

The incumbent is responsible for assisting in the effective planning, scheduling, and monitoring of workforce resources to optimize operational efficiency within the organization. This role plays a critical part in maintaining a balanced workload and ensuring that staffing levels align with business needs.

Job Responsibilities:

- Create and maintain the monthly Volume & Headcount Forecasting for all Line of Business based on forecasted demand, taking into account factors such as service level targets and skills.
- Preparing the Annual Leave & Roster for Customer Contact Department
- Updating and reviewing staff daily & monthly performance for Operations Team.
- Monitor and review the SL performance on a periodic basis to address unforeseen staffing gaps or surpluses
- Analyze workforce data to identify trends and patterns, making recommendations for staffing adjustments and process improvements.
- Provide regular reports and insights to support informed decision-making.
- To ensure all daily, weekly and monthly reports are prepared accurately within the agreed timescale.
- To prepare any ad-hoc reports upon request and participate in Business Continuity Planning activities.
- Maintain open communication with team members, Team Leaders, and other relevant collaborators to ensure alignment between staffing and business goals.
- Provide guidance to supervisors and agents regarding scheduling and adherence
- Upkeep and continuously improve the current workforce management tools applied for forecasting, scheduling, and reporting.
- Stay updated on industry standard processes and new technology developments in workforce management.
- Performs other responsibilities and duties periodically assigned by HOU/ HOD in order to meet operational and / or other requirements.

Minimum Job Requirements:

- Excellent verbal and written communication skills, including ability to communicate with internal and external collaborators.
- Proficiency in workforce management software and tools.
- Strong analytical and problem-solving skills.
- Proficient in MS Office - Word, Excel, PowerPoint, Excel and CRM.
- Possess Bachelor's Degree or equivalent experience in related field and/or 3+ years’ work experience.
- Ability to work in a fast-paced and dynamic environment.
- Ability to handle tasks within tight deadlines.
- Has a pleasant, patient, friendly demeanor and a great teammate.
- Strong decision making and analytical abilities.
- Attention to detail and strong organizational skills
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._

  • Workforce Management Analyst

    7 months 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 Analyst

    6 months 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 Analyst

    7 months 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 Analyst

    3 months ago

    Kuala Lumpur, Malaysia Allianz Partners Full time

    **Role Purpose**: Design, maintain, analyze, and deliver a comprehensive suite of forecasting metrics for operational delivery platforms. Use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations. Play a key role in the validation and continual enhancement of current reporting...

  • Workforce Manager

    6 months 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

    7 months 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

    7 months 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...

  • Realtime Workforce Analyst

    7 months ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

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

  • Workforce Administration Analyst

    7 months ago

    Kuala Lumpur, Malaysia ConvaTec Full time

    **Pioneering trusted medical solutions to improve the lives we touch**: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and...

  • Workforce Analyst

    6 months ago

    Kuala Lumpur, Malaysia amIT Global Solutions Full time

    About Company: amIT Global Solutions (AGS) is an Information Technology Services and Solutions provider headquartered in Singapore provides complete IT Services, Enterprise Solutions, IT Outsourcing, IT Consulting, Managed Services and Business Process Outsourcing. We have highly qualified team of vibrant experts in wide range of technology and solutions in...

  • Workforce Management Analyst

    7 months ago

    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 Expert

    7 months 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 /...

  • Workforce Planning Analyst

    7 months ago

    Kuala Lumpur, Malaysia American Express Full time

    Workforce Planning Analyst **You Lead the Way. We've Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and...

  • Workforce Management Analyst

    7 months 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 Management Manager

    3 months ago

    Kuala Lumpur, Malaysia Power IT Services private limited Full time

    At least 8 years of experience in the workforce management field, with at least 2 years in a managerial role. Minimum of 2 years of experience in the outsourcing industry. - Excellent understanding of WFM fundamentals with proven experience in the design, development, and implementation of strategic workforce planning in a diverse/matrixed organizational...

  • Business Analyst

    6 months ago

    Kuala Lumpur, Malaysia RF workforce Solutions Full time

    **Responsibilities**: Collaborate with business stakeholders to understand their objectives and document detailed requirements for IT projects. Evaluate existing business processes and workflows to identify opportunities for improvement and optimization. Develop and propose IT solutions that meet business needs, considering feasibility and...

  • Workforce Management Associate

    6 months ago

    Kuala Lumpur, Malaysia Right Recruit Sdn Bhd Full time

    **Responsibilities**: - Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines. - Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures. - Co-ordinate and collaborate with operations and other...

  • Workforce Management

    7 months 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...

  • Wfa Time Management Analyst

    6 months ago

    Kuala Lumpur, Malaysia ConvaTec Full time

    **Intro** Our search for better is changing the lives of our customers. It’s changing the careers of our people too - creating new challenges and opportunities all the time. We’re a business that never stands still. Join us on our journey to #ForeverCaring as a **WFA Time Management Analyst**, and you’ll do the same. In this role, you will support...

  • Workforce Analyst

    6 months ago

    Kuala Lumpur, Malaysia Agensi Pekerjaan ASK Resources Sdn Bhd Full time

    Resource planning to determine workforce requirement across multiple sites - Adopt and communicate the regional scheduling guidelines to stakeholders - Run “what-if” scenarios for staffing initiative - Create and optimise the schedule matrix and to allocate productive time based on interval level staffing needs with observation of local labour laws in...