Workforce Management Manager

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Quintus Search Full time 90,000 - 120,000 per year


Job Scope:

  • Daily Operations Oversight: Manage daily Workforce Management (WFM) activities to ensure operations meet quality standards, service levels, and customer expectations.
  • Team Leadership: Lead and manage the WFM team, ensuring smooth operations and achievement of SLAs and KPIs.
  • Roster Management: Develop and maintain rosters that align with client operational needs, coordinating with clients and account managers.
  • Compliance Assurance: Ensure all WFM practices adhere to industrial and legislative requirements.
  • Data Analysis: Analyze data and trends to improve resource reliability and performance reporting.
  • Issue Resolution: Investigate WFM-related complaints and collaborate with account and operations managers to enhance processes and service quality.
  • Team Resourcing & Development: Oversee team resourcing, engagement, training, and skill-building to align with operational needs.
  • Stakeholder Collaboration: Build strong relationships with stakeholders, customers, account managers, and the sales team to enhance service delivery.
  • Continuous Improvement: Identify and implement process improvements, updating SOPs and policies to optimize operations and achieve key performance goals.
  • Service Review Leadership: Lead service review meetings to resolve issues, strengthen relationships, and drive operational enhancements.

Requirements:

  • Bachelor's Degree in Human Resources or related fields. 
  • Approximately 10 years of experience, with about 4 years in workforce management.
  • Hands-on experience managing 24-hour shift schedules.
  • Skilled in preparing and presenting team KPIs, productivity metrics, and project updates.
  • Proven ability to set and achieve team goals and objectives.
  • Strong customer service expertise and familiarity with process flows, policies, and procedures.
  • Excellent communication and interpersonal skills with a collaborative mindset.
  • Strong analytical and problem-solving abilities.
  • Solid team management experience, with prior experience managing a team of 15-20 members. 

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