Workforce Management Specialist

5 days ago

Petaling Jaya, Selangor, Malaysia StarHub Full time 36,000 - 56,000 per year

Role Summary

This role supports workforce management by analyzing staffing and performance issues, creating and monitoring schedules, managing real-time contact center operations, and providing data-driven insights to improve service levels and operational efficiency.

Responsibilities

  • Conduct root-cause analysis and recommend actions on staffing and performance issues affecting service levels.
  • Create and maintain schedule shells, aligning productive hours with interval-level staffing needs and regional labor laws.
  • Monitor queues and analyze data in real time to ensure operational efficiency.
  • Produce real-time and historical reports with key WFM and contact center KPIs.
  • Support continuous process improvement through data analysis on performance and staffing trends.
  • Assist with forecasting and capacity planning activities.
  • Complete all deliverables accurately and on schedule.
  • Maintain detailed records of daily activities, actions taken, and business impacts.

Requirements

  • Bachelor's Degree preferably in Applied Science (Statistics) or equivalent.
  • Data driven, analytical, strong conceptualization and problem-solving skills.
  • Proficiency in Microsoft Excel and Work Force Management tool.
  • Proficiency in Siebel, VBA or any programming language is preferred.
  • Adaptable to learn new processes, concepts, and skills.
  • Ability to work under pressure in a fast-paced environment.
  • Ability to work independently, multi-task and meet tight deadlines.
  • Willing to work shift hours (Monday to Sunday inclusive of Public Holiday).

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