Contract type: Permanent
Location: Kuala Lumpur
Salary: RM10,000 - RM14,000
Start date: 28-09-2021
Reference: PR/146149
Contact details: Amirah Azhar
Contact email:
Job published: September 10, 2021 18:50
  • Serves as an advisory resource and assists the WFM Manager with the development and execution of strategic operations forecast and scheduling plans for the global Customer and IB Care operations.
  • Responsible for partnering with the Customer Support, TQA, Central Operations, Recruiting, HR, Admin, IT, to execute forecasting, capacity, and hiring plans and monitor attrition trends and risks.
  • Accountable for identifying, analyzing, and reporting service deviations using multiple data sources (Salesforce) to improve performance results.
  • This position is also responsible for evaluating options for supporting new functions/changes to current processes that impact staffing, and preparing headcount requirement analysis for various levels of leadership.
  • Capacity Planning & Forecasting 
    • Demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multilingual captive customer support operations.
    • Ability of determining hiring needs based on forecasted assumptions
    • Provide proactive, solutions-oriented support for the Command Center customer and WFM team.
    • Maintains regular communication, contact and calibration with TLs, CSMs, TA, Head of Support through weekly staffing meetings and ad hoc discussions.
    • Provides support to the Workforce Manager in advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key performance indicators (cost per activity, service level, occupancy).
    • Responsible for effectively measuring and improving the scheduling system and prediction of staffing requirements.
    • Performing daily/weekly/monthly reporting and statistical analysis as is required to facilitate timely and accurate staffing and scheduling.
    • Ensures client\customer goals are met by analyzing work volume variances to forecast and provide direction to adjust accordingly.
    • Understanding of Business drivers and defect rate and constantly adjusting planning assumptions to attain the most accurate resource planning model.
    • Determines  accurate capacity of employees work items - Email, Chat, Calls to maximize productivity, minimize costs, and maintain quality
    • Assist in the implementation and setup of WFM software in preparation for production
    • Assisting in Forecasting with concentration on short ( 3 to 6 months) and long term ( 18 months )
    • Responsible for providing daily Intraday forecasting analysis.
    • Supports the Forecast and Planning Manager to coordinate activities, negotiate tasks, and solve problems and communicate trends.
    • Creating and maintaining reports from salesforce and other data sources.
    • Assures sufficient staffing to meet required service levels targets and including participating in reviews, forecast accuracy audits.
    • Determine the demand planning model for new and established markets factoring in the commercial growth projections.
    • Prepares and provides various reports and WFM reviews to senior management as requested.
    • Ensures compliance with relevant corporate and government labor policies and standards.
    • Participates in special projects as required.
  • Scheduling & Analysis 
    • Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations.
    • Knowledge of generating individual and team based schedules.
    • Understanding of a multi-skilled and multi-linguistic staffing model.
    • Ability to perform balanced shift rotation, week off allocation, creating scheduling rules based upon business and employee constraints.
    • Strong understanding of Calls, Chat & Email operations, Chat time concurrency.
    • Making necessary adjustments to anticipated schedules and  appropriately tracking of the planned vs actual assumptions.
    • Support business development activities, including the preparation and review of new market forecasts and generating the initial headcount required, recommending hours of operations aligned with the regional time zone and staff location.
    • Analyzing real-time trends and making recommendations for adjustments to staffing.
    • Capture, store and report on historical statistics.
    • Provide and create New Hire and Department Shift Bids.
  • 2-3 years of Workforce Management experience using WFM software with a preference of WFM database system
  • 3-5 years working in a Call Center environment (working in a 200+ seat contact center) 
  • Bachelor’s Degree, preferably in Business area, Mathematics, Finance, or Economics
  • Excellent oral and written communication skills and interpersonal skills.
  • Able to communicate clearly, understanding of different styles, accurate questioning skills.
  • Data Analysis, capturing, storing and reporting historical statistics (call, Chat, email volumes, AHT, service level, forecast accuracy, etc).
  • Must have strong mathematical and statistical skills to maintain accurate data reporting
  • Proficiency in Microsoft Office Applications including Word & Excel and other relevant software.
  • Knowledge of ACD/Call routing,  Telephony PBX inbound/ outbound.
  • Functional Knowledge of operating WFM software