Workforce Planning

7 days ago

Kuala Lumpur, Malaysia Shangri-La Hotels Full time

Shangri-La Customer Engagement & Process Transformation Kuala Lumpur

Shangri-La's Customer Engagement and Process Transformation center or (CEPT-KL), plays an integral part in supporting the operations of Shangri-la hotels world-wide.

Powered by people from various backgrounds, the Shangri-la CEPT-KL family is united by the passion to delight, to learn and to share knowledge.

Growing exponentially, the award winning Shangri-la CEPT-KL is constantly on a lookout for highly motivated and talented individuals.

We're looking for someone extraordinary. Someone with a meticulous and innovative mind, skilful, with a thirst for knowledge. Is it you, we're looking for?

PURPOSE / OBJECTIVE / SCOPE

The Workforce Planning & Resource Analyst (Real Time) of the Shangri-la Share Service, CEPT is responsible for the resources planning and real-time monitoring within the CEPT-KL. He/she will work together with the Director/ Operation leaders and Workforce & Resource Planning Manager of CEPT-KL to ensure that overall metrics and operations are efficient including maintenance and operation of the Work Force Management System.

RELATIONSHIPS

**Reports to**: Workforce & Resource Planning (WFM) & BA Manager

DUTIES & RESPONSIBILITIES

Real Time Service Level monitoring of all channels, advise corrective actions if needed including adjusting agents’ skills, deferring off phone activities, adjusting capacity, etc.
Monitor agent activities in real-time, including performance and non-adherence to schedules, and highlight the operation leaders when necessary.
Assist in off-phone activities scheduling including Coaching/ Meeting/Training/others as required while ensuring Service level targets are maintained.
Make recommendations for time off / leave capacity allowance during periods of overstaffing.
Work together with Training & QA Team for training arrangements.
To publish the monthly work schedule and coordinate agents’ leaves.
Assist with daily/weekly/monthly reporting and ad-hoc analysis as required.
To ensure that data input into the WFM system is accurate and efficient manner and maximize WFM system capabilities.
To highlight/ escalate matters to the operation leaders where necessary.
Take on any assignments/ ad-hoc requests when required.

POSITION QUALIFICATIONS

**Mandatory**:
Diploma or above.
At least 2 years of Workforce Management experience in a contact center.
Proficiency in English (verbal and written).
Strong interpersonal and communication skills.
Good knowledge of MS Excel.
Strong mathematical, statistical, and analytical skills.
Strong attention to detail and accuracy are essential.
Ability to work efficiently in a high-demand, team-oriented and fast-paced environment.
Independent, sense of responsibility, high commitment, self-starter, and multitasking.

**Highly Desirable**:
Experiences in Work Force Management systems for real-time monitoring & scheduling.
Familiar with contact center metrics.

What's in It for You?

Free stay at any of our Hotels globally (one of a kind in the industry)
5-Day work week.
Earn attractive monthly salary.
Discretionary performance-based bonus and incentives.
Paid Training and career development opportunity.
Socso, EPF, EIS and medical insurance coverage.
Annual Preventive Health Screening.
Annual Leave.

  • Manager, Strategic Workforce Planning

    2 weeks ago

    Kuala Lumpur, Malaysia Malaysia Airline Full time

    **Job Title**: Manager, Strategic Workforce Planning **Reports To**: Senior Manager, Strategic Workforce Planning & Senior Leadership Management **Role Purpose**: This position is responsible for managing and implementing SWP and Human Capital strategies to optimize manpower alignment with organizational goals. **Key Accountability**: - Manage and...

  • Manager, Strategic Workforce Planning

    2 weeks ago

    Kuala Lumpur, Malaysia Malaysia Airlines Full time

    **Reports To**: Senior Manager, Strategic Workforce Planning & Senior Leadership Management **Role Purpose**: This position is responsible for managing and implementing SWP and Human Capital strategies to optimize manpower alignment with organizational goals. **Key Accountability**: - Manage and implement the Strategic Workforce Planning and Human Capital...

  • Assistant Manager, Strategic Workforce Planning

    2 weeks ago

    Kuala Lumpur, Malaysia Malaysia Airline Full time

    **Job Title**: Assistant Manager, Strategic Workforce Planning **Reports To**: Manager, Strategic Workforce Planning **Role Purpose**: This position is responsible for managing strategic workforce planning initiatives that align workforce capabilities with the organization's long-term goals and evolving business needs. **Key Accountability**: - Strategic...

  • Assistant Manager, Strategic Workforce Planning

    2 weeks ago

    Kuala Lumpur, Malaysia Malaysia Airlines Full time

    **Reports To**: Manager, Strategic Workforce Planning **Role Purpose**: This position is responsible for managing strategic workforce planning initiatives that align workforce capabilities with the organization's long-term goals and evolving business needs. **Key Accountability**: - Strategic Workforce Planning: - Assist in the development and...

  • Senior Manager, Workforce Planning COE

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Services Asia Sdn. Bhd. Full time 120,000 - 240,000 per year

    Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our...

  • Workforce Management

    1 week 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...

  • Sl, Workforce Planning

    2 weeks ago

    Kuala Lumpur, Malaysia RHB Banking Group Full time

    Working Hour - Regular Hours - Monday - Friday- Business Area - Human Resource- Location - Malaysia - Kuala Lumpur- Description **Primary Objective**: Define and drive HR strategy for the Group and sustainable transformation within GHR **Key Responsibilities**: People Strategy: - Translate RHB organizational strategy into overarching Group People...

  • Workforce Management Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia Allianz Partners Full time

    **Role Purpose**: Design, maintain, analyze, and deliver a comprehensive suite of forecasting metrics for operational delivery platforms. Use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations. Play a key role in the validation and continual enhancement of current reporting...

  • Snr Tm, Strtgc Workforce Plng

    2 days ago

    Kuala Lumpur, Malaysia RHB Banking Group Full time

    Working Hour - Regular Hours - Monday - Friday- Business Area - Human Resource- Location - Malaysia - Kuala Lumpur- Description **Primary Objective**: - Operationalise the manpower planning analysis to ensure management has the information in formulating short, medium and long term manpower plans and requirements i.e. headcount budgeting, forecasting and...

  • Workforce Management Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    **Workforce Management Analyst** **Job Type**: Permanent **Experience**: 3-4 Years **Division **:GLOBAL WORKFORCE MANAGEMENT **Report To**: MANAGER, TEST HOURS MANAGEMENT **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...