Workforce Management Manager

2 weeks ago

Shah Alam, Malaysia Aisling Search & Selection Full time

Are you ready to lead and inspire a team while driving operational excellence? At **Daythree Business Services**, we are dedicated to delivering outstanding service and operational success through effective workforce management strategies. We are seeking an experienced and strategic **Workforce Management Manager** to join our dynamic team.

In this pivotal role, you will spearhead the design and implementation of innovative scheduling and capacity planning, lead a highly responsive Resource Planning team, and continuously optimize workforce management practices to elevate our service delivery. If you thrive on strategic insight and leadership, this is the perfect opportunity for you to make a significant impact.

**Key Responsibilities**:

- Develop and execute comprehensive scheduling and capacity planning for multiple projects.
- Lead and nurture a high-performing Resource Planning team to deliver on key staffing activities such as:

- **Daily**: Volume forecasting and staff scheduling.
- **Weekly**: Adjusting schedules and managing overtime.
- **Monthly**: Forecasting and performance measurement.
- Build and manage advanced capacity planning tools to forecast customer demand across multiple channels, ensuring staffing aligns with demand patterns.
- Analyze volume drivers and handle times to identify opportunities for event avoidance and contact reduction.
- Collaborate with cross-functional teams to ensure effective workforce support for seat capacity, workstations, and equipment.
- Regularly review and refine processes to ensure efficiency and alignment with client expectations.
- Drive process improvement initiatives that enhance contact center operations and optimize performance.
- Proactively identify risks and implement preventive or corrective measures as necessary.
- Serve as the key communication link between Workforce Management and other business units.
- Partner with business leaders to expand Workforce Management capabilities into new areas.
- Propose and implement strategic initiatives in partnership with Executive Leadership to enhance workforce management.
- Focus on reducing costs, improving service levels, and maximizing customer satisfaction.

**What We’re Looking For**:

- **Experience**: Minimum of 5 years in workforce management, with at least 2 years in a managerial capacity.
- **Industry Knowledge**: At least 2 years in the outsourcing industry.
- **Expertise**: In-depth understanding of workforce management fundamentals and proven success in designing and implementing strategic workforce planning in complex environments.
- **Communication Skills**: Fluent in Business English, both written and verbal.
- **Leadership**: Strong leadership abilities with previous supervisory experience, and an ability to manage relationships across all levels.
- **Project Management**: Demonstrated success in delivering projects within deadlines and managing multiple tasks in a fast-paced setting.
- **Technical Skills**: Familiarity with WFM systems, COPC methodology, and Microsoft Office. Bonus points for proficiency in SQL, Python, R, or Power BI

**Why Join Us?**:
At Daythree, we believe in fostering a positive and collaborative work environment across all locations. You’ll have the opportunity to influence leaders, drive significant changes, and lead a team that directly impacts our company’s success. Join us as we continue to innovate and grow

Pay: RM10,000.00 - RM13,000.00 per month

Schedule:

- Monday to Friday

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