Workforce Management

2 weeks ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

**Role Title: Workforce Management Analyst**
**Job Type: Permanent**
**Job Location: Work from home**

**Must have skills:

- **
- **Scheduling**:

- **Forecasting**:

- **Capacity Planning**:

- **WFM Calculations and formula**:

- **Excel experience**

**GENERAL SUMMARY**:

- Experience in WorkForce 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
- Ability to maintain a high standard of business ethics, professionalism and confidentiality of information always. Sense of urgency in performing tasks assigned and being accountable for all duties and responsibilities.
- Drive overall reduction of cost by working closely with Operations Managers in improving agent productivity.
- Implement analysis, reporting and management tools provided by GWFM
- Prepare daily/weekly/monthly reports and distribute them to the GCS leadership and Senior Management Team.
- Work with the leadership team on initiatives to support new business growth and overall operations.
- Oversee all Pro-proctor WFM activities to ensure operational and client goals are met.
- Reporting deviations from assumptions in WFM plan
- Escalation of system and technical issues
- Reporting of CMS information such as call volumes, SL and abandon rates per skill
- Adjusting CSR skill settings if required
- 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

Pay: Up to RM4,550.00 per month

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