- Kuala Lumpur Federal Territory Malaysia
Full Time WFM Manager - KL Jobs, in TP Federal Territory - Maukerja
Working Location
Job Description
Responsibilities
Overview:
We are seeking an experienced Workforce Management (WFM) Manager to lead large-scale workforce planning, forecasting, capacity management, and real-time operations across multiple sites, particularly for large Social Media clients.
Qualifications:
- Bachelor's degree in Business, Operations Management, or a related field; equivalent experience may be considered.
- Strong expertise in workforce forecasting, capacity planning, scheduling, and real-time management.
- Excellent analytical, leadership, problem-solving, and stakeholder management skills.
- Proficiency in WFM systems, Excel, and reporting tools.
- Must be able to report on site Gtower
- Lead and manage WFM teams, ensuring operational efficiency and workforce productivity.
- Oversee forecasting, capacity planning, scheduling, and resource allocation across multiple sites.
- Develop and optimize capacity and concurrency models to address volatile demand and changing client requirements.
- Monitor service levels, staffing, schedule adherence, productivity, and workforce utilization.
- Drive data-driven decisions, process improvements, and cost optimization.
- Collaborate with Operations, clients, and senior stakeholders to align workforce strategies with business objectives.
Mandatory Requirements- WFM Team Leadership: Proven experience managing a large WFM team of 40+ personnel.
- Social Media Capacity Modeling: Hands-on expertise in volatile capacity planning and concurrency modeling for large Social Media clients operating at a 2,000+ multi-site scale
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