Strategic Workforce Manager

15 hours ago


Subang Jaya, Selangor, Malaysia Daythree Business Services Sdn Bhd Full time
Job Overview

We are seeking an experienced Strategic Workforce Manager to join our team at Daythree Business Services Sdn Bhd. As a key member of our workforce management department, you will be responsible for designing and implementing strategic workforce planning initiatives that drive business growth and efficiency.

About the Role
  • You will lead the development and implementation of workforce management strategies to optimize staffing levels, reduce costs, and improve customer satisfaction.
  • With a strong background in workforce planning, you will analyze volume drivers, forecast demand, and develop scheduling plans to meet business needs.
  • Your expertise in project management will enable you to lead cross-functional teams and collaborate with stakeholders to achieve project objectives.
Key Responsibilities
  1. Design and implement scheduling and capacity planning to support multiple projects.
  2. Develop and manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly.
  3. Analyze volume drivers by source, handle time, and root cause to effectively identify event avoidance and contact reduction opportunities.
  4. Utilize forecasting and staffing information to support contact center operations in terms of seat capacity, work locations, workstations, hardware, etc.


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