- Location
- , MY
- Type
- Full-time
- Department
- Management
- Seniority
- Manager
- Closing date
- Today
- Source
- iCIMS
Description
Overview
Role Objective: We are looking for a heavy-hitting, end-to-end WFM professional capable of independently running the entire WFM lifecycle for a standalone program. This individual must possess the technical depth to build models from scratch (RFPs and Headcount Plans), deep domain expertise within the BPO ecosystem, and the executive presence to lead high-stakes governance directly with clients and operations.
Contact Center & BPO Experience Requirements
· BPO Tenure: Minimum of 5 to 8 years of core Workforce Management experience strictly within a fast-paced Contact Center or BPO environment.
· Scale Exposure: Proven track record of managing a program scale of at least 250+ FTE (Full-Time Equivalents) or handling multi-skill/omnichannel environments (simultaneous Voice, Chat, Email, and Back-Office lines of business).
· The BPO Matrix Mindset: Must have thrived in a classic BPO matrix structure—meaning they understand how to balance tough financial margins, high attrition rates, and conflicting KPIs between aggressive internal Operations targets and strict external Client SLAs.
Top Candidate Identifiers
· RFP & New Business Experience: Look for keywords like RFP (Request for Proposal), costing, bidding, or greenfield capacity planning.
· Plotter & Erlang Experts: Look for candidates who explicitly mention building plotters or staff requirement sheets using Erlang formulas, not just reading existing templates.
· Independent Client Governance: Look for individuals who routinely lead WBRs, MBRs, or QBRs solo, representing the BPO without a senior WFM director present.
· Data Engineers in Excel: Look for advanced data modeling, automation, or complex formula structures applied to call center metrics.
