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Workforce Management Strategist

1 week ago

Petaling Jaya, Selangor, Malaysia Teleperformance Full time
Job Overview

We are seeking a highly skilled Workforce Management (WFM) professional to join our team as a WFM Manager. As a key member of our operations team, you will be responsible for developing and implementing effective workforce management strategies that drive business excellence.

Key Responsibilities
  • Forecasting and Scheduling: Develop accurate volume and staffing forecasts based on historical data and industry trends. Create and manage employee schedules to meet client service level agreements (SLAs).
  • Operational Leadership: Collaborate with operations teams to understand client requirements and ensure optimal resource allocation. Implement contingency plans to address unforeseen challenges and ensure uninterrupted service delivery.
  • Performance Analysis: Monitor and analyze real-time performance data to make immediate adjustments to staffing levels. Generate and analyze workforce performance reports to identify trends and areas for improvement.
  • Talent Development: Lead and mentor a team of WFM professionals, fostering a culture of collaboration and continuous improvement. Conduct regular performance reviews and provide training to enhance team skills.