Workforce Planning

4 weeks ago

Kuala Lumpur, Malaysia Shangri-La Hotels Full time

Shangri-La Customer Engagement & Process Transformation Kuala Lumpur

Shangri-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 share knowledge.

Growing exponentially, the award winning Shangri-la CEPT-KL is constantly on a lookout for highly motivated and talented individuals.

We're looking for someone extraordinary. Someone with a meticulous and innovative mind, skilful, with a thirst for knowledge. Is it you, we're looking for?

PURPOSE / OBJECTIVE / SCOPE

The Workforce Planning & Resource Analyst (Real Time) of the Shangri-la Share Service, CEPT is responsible for the resources planning and real-time monitoring within the CEPT-KL. He/she will work together with the Director/ Operation leaders and Workforce & Resource Planning Manager of CEPT-KL to ensure that overall metrics and operations are efficient including maintenance and operation of the Work Force Management System.

RELATIONSHIPS

**Reports to**: Workforce & Resource Planning (WFM) & BA Manager

DUTIES & RESPONSIBILITIES

Real Time Service Level monitoring of all channels, advise corrective actions if needed including adjusting agents’ skills, deferring off phone activities, adjusting capacity, etc.
Monitor agent activities in real-time, including performance and non-adherence to schedules, and highlight the operation leaders when necessary.
Assist in off-phone activities scheduling including Coaching/ Meeting/Training/others as required while ensuring Service level targets are maintained.
Make recommendations for time off / leave capacity allowance during periods of overstaffing.
Work together with Training & QA Team for training arrangements.
To publish the monthly work schedule and coordinate agents’ leaves.
Assist with daily/weekly/monthly reporting and ad-hoc analysis as required.
To ensure that data input into the WFM system is accurate and efficient manner and maximize WFM system capabilities.
To highlight/ escalate matters to the operation leaders where necessary.
Take on any assignments/ ad-hoc requests when required.

POSITION QUALIFICATIONS

**Mandatory**:
Diploma or above.
At least 2 years of Workforce Management experience in a contact center.
Proficiency in English (verbal and written).
Strong interpersonal and communication skills.
Good knowledge of MS Excel.
Strong mathematical, statistical, and analytical skills.
Strong attention to detail and accuracy are essential.
Ability to work efficiently in a high-demand, team-oriented and fast-paced environment.
Independent, sense of responsibility, high commitment, self-starter, and multitasking.

**Highly Desirable**:
Experiences in Work Force Management systems for real-time monitoring & scheduling.
Familiar with contact center metrics.

What's in It for You?

Free stay at any of our Hotels globally (one of a kind in the industry)
5-Day work week.
Earn attractive monthly salary.
Discretionary performance-based bonus and incentives.
Paid Training and career development opportunity.
Socso, EPF, EIS and medical insurance coverage.
Annual Preventive Health Screening.
Annual Leave.

  • Workforce Planning Consultant

    7 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Willis Towers Watson Full time

    Innovative approaches to workforce management have led to exciting new opportunities in compensation and benefits.About Willis Towers Watson: Our expert consultants deliver strategic solutions to help businesses succeed in today's fast-paced market.Key ResponsibilitiesDevelop and implement compensation structures that drive business results.Analyze market...

  • Workforce Planning and Analytics Director

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia DayOne Full time

    About the RoleThe Global Talent Strategy & Analytics Lead will be responsible for developing data-driven workforce strategies, optimizing organizational design, and implementing HR transformation initiatives to support business growth and agility. This role requires expertise in strategic workforce planning, predictive analytics, and HR data visualization...

  • Workforce Planning Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hays Recruiting MY Full time

    We are looking for a seasoned Workforce Planning Consultant to join our Kuala Lumpur-based team at Hays Recruiting MY. As a Workforce Planning Consultant, you will play a crucial role in shaping the organization's future by designing and implementing effective talent management strategies.Your key responsibilities will include:Designing and implementing...

  • Workforce Planning and Analytics Lead

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia UOB Full time

    About UsWe are a leading bank in Asia with a global network of over 500 branches and offices across 19 countries and territories.We operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices in various locations.Our CultureWe value Honorable, Enterprising, United and...

  • Assistant Manager, Strategic Workforce Planning

    3 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airlines Full time

    Job TitleAssistant Manager, Strategic Workforce PlanningReports ToManager, Strategic Workforce PlanningRole PurposeThis position is responsible for managing strategic workforce planning initiatives that align workforce capabilities with the organization's long-term goals and evolving business needs.Key AccountabilityStrategic Workforce Planning:Assist in the...

  • Workforce Coordinator

    1 week ago

    Kuala Lumpur, Malaysia Schlumberger Full time

    **Workforce Coordinator**: Kuala Lumpur - Malaysia **Job Title**: Workforce coordinator / planner **Location**: Kuala Lumpur (a) Qualifications - As a minimum, a Bachelor Degree in an engineering, HR, or relevant discipline. - As a minimum, two (2) years of managing operations planning involving personnel - Have excellent command of the English language,...

  • Workforce Planning Analyst

    3 weeks 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 Planning Analyst

    4 weeks ago

    Kuala Lumpur, Malaysia Amex Full time

    **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 grow as we help you create...

  • Strategic Workforce Management Director

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia UOB Full time

    About UOB Centre of ExcellenceLocated in Malaysia, UOB Centre of Excellence (M) Sdn. Bhd. is a regional shared service centre that supports UOB Group, providing multi-channel customer service, banking operations and processing services for UOB Singapore customers.We are expanding in line with our purpose to be the leading Contact Centre, recognised for World...

  • Workforce Planning Analyst

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia American Express Full time

    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 grow as we help you create a career...

  • Workforce Planning Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia American Express Full time

    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 grow as we help you create a career...

  • Workforce Management

    4 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 Optimization Lead

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Carlo Rino Group Berhad Full time

    The Carlo Rino Group Berhad requires a Workforce Optimization Lead to optimize its workforce management processes. The successful candidate will analyze skill gaps, plan and implement training calendar and activities, create training materials, and liaise with vendors and stakeholders to schedule classes and conduct training activities.The Workforce...

  • Workforce Management

    5 days 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

    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 Management

    21 hours 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 Management Manager

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Tata Consultancy Services Full time

    We seek to hire an experienced Workforce Management Manager with strategic insight and leadership skills to join our team. The ideal candidate will design and implement scheduling and capacity planning, lead a responsive Resource Planning team, and drive continuous improvement in workforce management practices. This role requires a deep understanding of...

  • Workforce Management Analyst

    4 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 Consultant

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time

    About the JobThis is an exciting opportunity to join our team as a HR Business Partner in Randstad Malaysia. Your primary responsibility will be to align HR programs with business goals and support workforce planning.Key responsibilities include:Developing and implementing HR strategies that drive business growth and improve employee engagement.Maintaining...

  • Head of Workforce Management

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia UOB Full time

    UOB Federal Territory of Kuala Lumpur, MalaysiaHead of Workforce ManagementUOB Federal Territory of Kuala Lumpur, Malaysia2 days ago Be among the first 25 applicantsUnited Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America....