Workforce Management Analyst

2 weeks ago

Subang Jaya, Malaysia IGT Solutions Full time

We are currently looking for Real time Analyst for its global Business Process Outsourcing Delivery organization to be based out of Selangor, Malaysia.

Industry: Travel Transportation, Travel Management Company / TMC / Cruises / Airlines Industry (T&T)/Call Center/BPO

**Responsibilities**:

- Ensures workforce management process and procedures are in place and followed.
- Provides direction and guidance to the workforce management team to ensure accurate and timely delivery of information.
- Oversees intraday activities to ensure operational and client goals are met.
- Compile and interpret statistical information solutions to program performance issues with the Operations Management Team.
- Review scheduling needs on weekly basis to ensure adequate staffing and coverage.
- Analyzes and evaluates past volume and staffing patterns to optimize operational efficiency, deliver quality service and cost effectiveness.
- Efficiently manage and strategize use of internal and external resources to maximize business performance.
- Prepares daily/weekly/monthly reports and distributes to the Management Team.
- Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
- Identifies and recommends solutions for operational and service problems based on historical analysis and future projections.
- Provides visibility to operational performance of agents, teams and LOBs through the generation and analysis of data as requested and needed.
- Recommends new or modified reporting procedures to further enhance reporting content and completeness of information.
- Analyzes and evaluates contents of pertinent business reports in order to create and modify formats, usage, and processes.
- Coordinates staffing commitment and delivery to client.
- Interface with Operations Manager or Senior Operations Manager as needed for escalation of service impacting issues.
- Coordinates with Operations Managers to interface account management issues.
- Participate in the analysis, evaluation, and implementation of current and proposed systems and tools used for planning, scheduling, forecasting and real-time monitoring.
- Conducts performance management system (PMS) review for direct report(s) in accordance to company standards.
- Manages team member performance by coaching members, creating and maintaining development plans and encouraging individual employee participation in decision-making through data utilization and analysis.
- Prepares and presents both written and verbal communication to clients and colleagues.
- Assists with special projects and other duties as assigned.

**Qualifications**:

- Understands basic concepts on routing and traffic management.
- Solid knowledge on manual forecasting and scheduling.
- Preferably Assistant Manager or Manager in the same field.
- Demonstrate excellent organizational, people, communication and presentation skills.
- Proficient in MS Excel, MS Access is an advantage.
- Proficient in Aspect eWFM & RTA tools, AVAYA CMS or any WFM tool.
- Flexible in rotational/shifting schedule

**Education**:
Graduate in any discipline

**Salary**: RM4,500.00 - RM5,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance

Schedule:

- Night shift

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