Workforce Management Analyst

2 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 improve productivity.

**DUTIES & RESPONSIBILITIES**:

- Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
- Drive overall reduction of cost by working closely with Operations Managers in improving agent productivity.
- Implement analysis, reporting and management tools provided by GWFM.
- Oversee all Pro-proctor WFM activities to ensure operational and client goals are met.
- Manage all activities and initiatives related to the effective implementation and ongoing usage of the Workforce System.
- Own the staffing and scheduling functionality of the Workforce Management system including all inputs and outputs to support operations.
- Design, build and maintain reports in Workforce Management system tracking key metrics.
- Meet with management and partners to review scheduling, staffing and report deviations from assumptions in WFM plan.
- Work with the leadership team on initiatives to support new business growth and overall operations.
- Participates in or leads multiple WFM related initiatives, projects, financial planning, and budgeting, including month end billing.
- Communicate effectively with partners in accordance with the company's policies, procedures, guidelines, and common practices.
- Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week

**KNOWLEDGE, SKILLS & ABILITIES REQUIRED**:

- A Bachelor’s degree in Mathematics, Computer Science, Business Studies, Business Administration, or equivalent, combined with 3 years of call center experience
- Experience in Work Force Management methodologies, Data Analytics and Data Mining.
- A good command of the English language in speaking, reading and writing
- Excellent knowledge of Excel and Macros
- Strong analytical and mathematical skills
- Excellent communication skills - Ability to prioritize while being self-directed
- High School education or equivalent
- Ability to maintain high standard of business ethics, professionalism and confidentiality of information always

Pay: RM3,000.00 - RM5,000.00 per month

Schedule:

- Monday to Friday

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