Workforce Management for Outsourcing
4 days ago
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:
1. Daily volume forecasting and staff scheduling
2. Weekly scheduling adjustments (e.g., OT plans)
3. Monthly forecasting
4. 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.
- Recommend and implement process improvements for optimal performance in
contact center operations.
- Provide ongoing risk assessments and corrective/preventive actions.
- Manage internal communication between WFM and stakeholders.
- Collaborate with business verticals to expand WFM support.
- 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, Contract
Contract length: 12 months
Pay: RM2,840.20 - RM6,000.00 per month
**Benefits**:
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Monday to Friday
Application Question(s):
- Min 2 years in BPO environment?
Work Location: In person
Application Deadline: 06/23/2025
Expected Start Date: 07/15/2025
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