About us

Daythree is a top-tier company in Business Process Management (BPM), and we're known for our innovative and award-winning approach to improving customer experiences through insights and innovation. We work with well-known brands to boost their brand reputation and trust by using cutting-edge strategies and data.

In today's fast-paced business world, companies are constantly looking for ways to enhance their performance and stay competitive on a global scale. That's where a BPM service provider like us comes in. We help organizations lower their costs, tap into specialized skills, stay up-to-date with the latest tech and regulations, run more efficiently, and focus their resources on their core business. If you're looking for a career that's all about making a real impact, Daythree is the place to be!

What you will do

The Workforce Management Specialist prepares and produces work volume and staffing forecast dashboards, comparative data on results vs. forecasts, identifies opportunities for improvement, and recommends solutions. This position provides workforce management scheduling and load balancing requirements for work peaks and valleys.

Creates reports and dashboards on historical data and forecasting results from applicable systems
Analyse and develops weekly recommendations for scheduling and use staffing requirements, call center, and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments
Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimise staffing forecasts
Maintains holiday pattern forecasts to effectively coverage for holidays
Provides all workload forecasting and consequent staffing planning to meet service goals
Ensures service levels and productivity goals are met. Implements and maintains workforce management process
Lead analysis and staffing change data for continuous quality and productivity improvement
Oversees technology and process improvements to ensure high customer satisfaction and cost-effectiveness
Develops presentations on recommendations and process implementations to senior management
Completes special projects as needed
Coordinates all reporting related to Workforce Management
Participates in strategic planning and goal development

Who you are

At least 2 years of experience in the workforce management field
Effective operational language proficiency of Business English in verbal and written form
Proficiency in mathematical and analytical skills
Knowledge of general contact center processes & KPI
Knowledge of and/or experience with WFM systems, COPC methodology, Lean Six Sigma methodology, etc.
Experience using software to build and maintain complex forecasting models
Excellent verbal and written communication skills
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills
Proficient with Microsoft Excel and PowerPoint or related software

Additional info

Take a look at what we offer:

We're conveniently located in Subang Jaya, accessible by LRT Putra or KTM Subang Jaya station. No long commutes for you!
Training and development to upscale your soft and hard skills
Career progression within the same team or across different projects

Why join us

Join our enthusiastic and forward-thinking team, where we blend fresh insights with proven expertise to enhance our customers' operational success. From initial design through to execution, we create effective strategies to uphold and exceed industry service level standards.

Our impressive collection of awards reflects our unwavering dedication to enhancing customer experiences through innovative technology. If you're looking for a dynamic and innovative workplace, we're the right fit for you.

So, drop us your CV and Let’s Chat!

#WeAreDaythree #LifeAtDaythree

Daythree

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