Workforce Management Role
1 week ago
**JOB TITLE : Workforce Management (WFM) Analyst**
**Working Hours: 8 Hours in a day/ 5 days in a week 2 days off**
**Basic Salary Range: Up to RM 6,000**
**Location: UOA Business Park (Nearest to LRT Subang Jaya)**
- **Working Hours**: 9:00 AM - 6:00 PM
- **Salary**: Up to RM6,000
- Work Mode: Fully Onsite
**Roles & Responsibilities**:
- Design and implement scheduling and capacity planning to support multiple projects.
- Build, develop, and lead a responsive Resource Planning team to meet performance standards and deliver on critical staff planning activities, including:
- Daily volume forecasting and staff scheduling
- Weekly scheduling adjustments (e.g., OT plans)
- Monthly forecasting
- Performance measurement
- Develop and manage capacity planning tools to forecast customer volume accurately across various channels (hourly, daily, monthly).
- Translate forecasts into hiring plans and staff schedules, optimizing placement to match volume patterns.
- Analyze volume drivers and root causes to identify opportunities for event avoidance and contact reduction.
- Support contact center operations through forecasting and staffing insights (e.g., seat capacity, workstations, hardware needs).
- Set and communicate clear goals, objectives, and performance standards across teams.
- Regularly review WFM procedures to ensure alignment with guidelines and client needs.
- Participate in special projects and perform other assigned duties.
- Lead strategic WFM initiatives and propose new capabilities to Executive Leadership.
- Drive cost reduction, service level improvement, and customer satisfaction.
**Job Requirements**:
- Minimum 5 years of experience in Workforce Management.
- At least 2 years in the outsourcing industry.
- Strong understanding of WFM principles with proven experience in strategic workforce planning in complex environments.
- Excellent verbal and written communication in Business English.
- Prior supervisory experience and familiarity with WFM systems, COPC methodology, and Microsoft Office.
- Strong project management and multitasking skills.
- Ability to work in a fast-paced, dynamic environment with strong attention to detail.
- Strong interpersonal skills, with the ability to collaborate across diverse teams and cultures.
- Experience with SQL, Python, R, and Power BI is an added advantage.
**Job Types**: Full-time, Permanent
Pay: RM5,000.00 - RM6,000.00 per month
**Benefits**:
- Health insurance
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Subang Jaya: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Diploma/Advanced Diploma (required)
**Experience**:
- Workforce Management: 5 years (required)
**Language**:
- English (required)
**Location**:
- Subang Jaya (preferred)
Work Location: In person
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