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 propose effective shift patterns to match business requirements, optimizing the performance of all Customer Centre teams and maximizing agent satisfaction by providing flexible option.
- To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity, and sensitivity analysis.
- To identify and proactively manage changes to the shift patterns to deliver improved customer service, working as a team with Operations, maintaining and communicating a formal historic record of the changes and their impact.
- To be aware of and record business, resource, and seasonal changes making appropriate resource plans for expected changes in profile and workloads, and reporting on expected and experienced results.
- Creating new and innovative forecast and capacity models to plan for future demand, growth, and channel shifts
- To monitor recruitment and liaise with relevant departments to make advanced plans for required shift changes to optimize delivery of resources and skills, identifying when new groups and Team Managers are required
- To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors, and clearly stating all assumptions applied.
- Work with teams throughout the business to ensure that the right KPIs have been set for Operation
- Identification and implementation of new technology for planning, including the use, development, or procurement of effective workforce management software (WFM) and or other in-house systems/Excel.
- Develop and optimize a performance reporting structure
- Communicate business performance in a clear and insightful way, empowering the business to make timely and informed decisions.
- Streamline processes, identify, and execute automation that builds time savings and reduces non-valueadded work.

**Job requirements**:

- Bachelor’s degree or equivalent combinations of relevant work experience
- 3+ years of relevant reporting and/or analysis experience
- Expert skills in using a Workforce Management Genesys
- Expert skills in Excel for modeling and scenario planning, Experience in virtual multi-skilled, multi-site Customer Centres
- Experience in working with Outsourcers
- The ability explains complex information in an easy-to-understand manner and generate “buy-in” from key stakeholders to further your department
- Ability to communicate sophisticated analysis in a precise and meaningful manner with both technical and non-technical customer

**Salary**: RM7,000.00 - RM11,000.00 per month

**Benefits**:

- Health insurance
- Professional development

Schedule:

- Day shift
- Monday to Friday

**Experience**:

- WFM: 2 years (preferred)

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