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Operations Efficiency Expert

1 week ago

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

As an Operations Efficiency Expert, you will lead the design and implementation of strategic workforce planning in a diverse/matrixed organizational environment. Your key responsibilities will include developing and executing scheduling and capacity planning to support multiple projects, analyzing volume drivers by source, handle time, and root cause to effectively identify event avoidance and contact reduction opportunities, and managing capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly.

Main Activities
  • Scheduling and Capacity Planning: Design and implement scheduling and capacity planning to support multiple projects.
  • Volume Driver Analysis: Analyze volume drivers by source, handle time, and root cause to effectively identify event avoidance and contact reduction opportunities.
  • Capacity Planning Tools: Manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly.
Essential Qualifications
  • At least 5 years of experience in the workforce management field.
  • 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.