CS WFM Assistant Manager

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time

Knowledge & Skills

  • Oversee day-to-day workforce management real time analysis operations across multiple locations
  • Ensure optimal staffing levels through operational schedule adherence and real-time management.
  • Collaborate with WFM schedulers, data analysts, and operations managers to align headcount plans with service level goals.
  • Monitor key WFM metrics (abandonment rate, AHT, adherence, service levels) and recommend action plans.
  • Manage a team of WFM real time analysts, providing coaching, support, and performance feedback.
  • Supervise and mentor WFM analysts or schedulers to build strong analytical and operational skills.
  • Serve as the escalation point for real time analysis-related issues affecting service delivery.
  • Lead the scheduling and real time management process to balance employee preferences and business needs.
  • Monitor real-time queues and agent adherence to ensure service targets are met.
  • Coordinate with operations to respond to volume outliers, fluctuations, or outages.
  • Prepare daily, weekly and monthly reports on service levels, trends, staffing, and productivity trends.
  • Utilize advanced Excel models and WFM tools for analytics, data visualization and reporting.
  • Present workforce insights and recommendations to senior management.
  • Manage workforce data integrity within WFM systems and ensure timely updates.
  • Automate reports and dashboards to enhance decision-making efficiency.
  • Assigns and tracks the ad-hoc tasks and projects requested by the senior management and key stakeholders.

Requirements

  • Bachelor's degree in Business Administration, Mathematics, Statistics, Economics, or related field.
  • 3–5 years of experience in Workforce Management within a contact center or BPO environment.
  • At least 1–2 years in a leadership or supervisory capacity.
  • Proven track record in forecasting, scheduling, and real-time management.
  • Experience managing multi-site or multi-channel (voice, chat, email) operations.
  • Hands-on experience in capacity planning, staffing models, and KPI performance tracking.
  • Exposure to workforce optimization initiatives (automation, self-service reporting, process improvement).
  • Strong ability to interpret large data sets, generate actionable insights and make real-time decisions.
  • Advanced Excel knowledge.
  • Excellent written and verbal communication for cross-functional collaboration.
  • Knowledge of WFM tools (Verint, Avaya, Twilio, Google CCAI, LookersStudio), advanced Excel proficiency strongly preferred

Job Type: Full-time

Pay: RM6,500.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Work Location: In person

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