WFM Manager - KL

Teleperformance; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a Workforce Management Specialist to join their dynamic team. In this pivotal role, you will be responsible for developing accurate staffing forecasts and collaborating with operations to ensure optimal resource allocation. Your strong analytical and problem-solving skills will be essential in monitoring performance data and adjusting staffing levels accordingly. This position offers the chance to lead and mentor a team of professionals while implementing innovative scheduling strategies to maximize productivity. If you are passionate about workforce management and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Bachelor's degree in Business or related field required.
• Experience in workforce management in a BPO environment.

Responsibilities

• Develop staffing forecasts based on data and trends.
• Collaborate with teams to ensure resource allocation.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Leadership Abilities

Education

Bachelor's Degree in Business

Bachelor's Degree in Operations Management

Tools

Workforce Management Tools

Forecasting Software

Job 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.