Kerja Sepenuh Masa, Senior Executive, Business & Technology di Malaysia Aviation Group Selangor - Maukerja

Qualifications / Areas of Experience

• Bachelor’s Degree in Finance, Business Administration, Statistics, Economics, or a related analytical field

• Minimum 3–5 years of experience in Workforce Management (WFM), Contact Centre Operations, or Financial Planning and Analysis (FP&A)

Areas of Experience

• Proficiency in Erlang C modeling and contact center capacity planning.

• Strong background in budgeting, accrual management, and invoice reconciliation.

• Advanced data analysis skills, particularly with Microsoft Excel (pivot tables, complex formulas, and dashboarding).

• Experience in SLA management and performance tracking within a BPO or outsourced environment.

• Demonstrated ability to collaborate with cross-functional stakeholders, including Finance and IT departments

• Demand Forecasting: Develop accurate three-month and yearly volume forecasts for Voice and Back Office channels (Email, Refunds, Queues) to support staffing and budget planning.

• Resource Planning: Analyze seasonal, daily, and interval call patterns to recommend optimal staffing requirements using Erlang C modeling.

• Financial Governance: Verify and reconcile BPO billing and invoices, ensuring accurate alignment with volume data and contract terms.

• Performance Tracking: Monitor and evaluate BPO performance against established KPIs, providing actionable insights to leadership to drive operational improvements.

• Budget & Accrual Management: Prepare monthly accruals and annual budget submissions, tracking PR/PO/GRN status to ensure financial accuracy.

• Revenue & Cost Recovery: Manage chargebacks and RDN recoveries from BPO partners and coordinate cross-departmental chargebacks for internal business units (Sales, Enrich, RMD, Amal).

• Data Integrity: Maintain and analyze failure data and service level performance through CRM systems and internal trackers.

• Internal Collaboration: Act as the primary liaison between BPO partners, IT, and Finance to resolve payment-related inquiries and process workflows.

• Reporting & Analytics: Compile and present comprehensive performance reports, identifying trends in revenue generation and agent effectiveness.

• Operational Support: Provide cross-functional support for key initiatives (SSFC, Q50, SCN) and maintain readiness for ad-hoc operational requirements