- Location
- , MY
- Type
- Full-time
- Department
- Operations
- Seniority
- Manager
- Education
- Bachelor
- Closing date
- Today
- Source
- iCIMS
Description
Qualifications
Requirements:
- Bachelor's degree in Business, Operations Management, or related field.
- Proven experience in workforce management within a BPO environment.
- Strong analytical and problem-solving skills.
- Proficiency in workforce management tools and software.
- Excellent communication and leadership abilities.
Responsibilities
Responsibilities:- Develop accurate volume and staffing forecasts based on historical data and industry trends.
- Collaborate with operations teams to understand client requirements and ensure optimal resource allocation.
- Create and manage employee schedules to meet client service level agreements (SLAs).
- Implement scheduling strategies to optimize staffing levels and maximize productivity.
- Monitor and analyze real-time performance data to make immediate adjustments to staffing levels.
- Implement contingency plans to address unforeseen challenges and ensure uninterrupted service delivery.
- Generate and analyze workforce performance reports to identify trends and areas for improvement.
- Provide regular updates to leadership on key performance indicators (KPIs) and recommend strategies for enhancement.
- Lead and mentor a team of WFM professionals, fostering a culture of collaboration and continuous improvement.
- Conduct regular performance reviews and provide training to enhance team skills.
- Utilize workforce management tools effectively to streamline processes and enhance forecasting accuracy.
- Stay abreast of industry trends and technological advancements in WFM systems.