Wfm Lead

Overview:
**Job Summary**:

- Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX)
- Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and WFM.
- Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy
- Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly
- Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

Qualifications:
**Requirements**:

- At least **1-3 years of working experience** in the related field is required for this position.
- ** Full-Time** **positions available
- Proficient with the **above related software**:

- Required language(s)**:English**:

- Preferred language(s): Bahasa Malaysia, Mandarin
- Applicants must be willing to **work in Penang / Kuala Lumpur**.

**Responsibilities**:
**Responsibilities**:

- Manages changes to scheduling to ensure adequate daily resource coverage.
- Prepares reports on staff attendance & proces related KPI reporting, preferred Power BI knowledge
- Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
- Communicate with management and operations team to ensure compliance with company standards.
- Maintain running report of attendance incidents.
- Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
- Processes schedule trade requests for posted schedules
- Processes management requests for modifications of scheduling events (meetings/training, etc.).
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Provides analytical support for special projects.
- Collaborate with fulfilment Operations Department Management on identifying opportunities to further optimize our workforce.
- Communicates and works with staff members, management, Human Resources, and Accounting.