- Location
- , MY
- Type
- Full-time
- Department
- Administration
- Closing date
- 2 weeks ago
- Source
- iCIMS
Description
Qualifications
Requirements:
Education requirement: SPM/ Diploma/Degree and above.
Experience in Workforce Management in a call centre/BPO environment will be added advantage
Strong knowledge of WFM concepts: forecasting, scheduling, real-time management, and reporting.
Strong analytical and problem-solving skills with attention to detail.
Excellent communication and interpersonal skills to collaborate with operations and leadership.
Ability to work under pressure in a fast-paced environment and make quick, data-driven decisions.
Responsibilities
Key Responsibilities:
Develop accurate forecasts for call volumes, staffing requirements, and shrinkage based on historical data and business trends.
Create and maintain staffing schedules to ensure adequate coverage across shifts and channels.
Conduct real-time monitoring of call queues, agent adherence, and service levels, making adjustments as necessary.
Provide daily, weekly, and monthly performance reports on key WFM metrics (e.g., AHT, SLA, occupancy, shrinkage, absenteeism).
Partner with Operations, HR, and Training teams to manage capacity planning, headcount requirements, and resource deployment.
Ensure schedule compliance and address deviations through effective communication with supervisors and agents.
Support business expansion by planning staffing requirements for new projects and client demands.
Utilize WFM tools and systems to manage and optimize workforce planning processes.
