Sepenuh Masa MIS- Work force Management Team Leader Jobs, in TPE Resource Solutions Kuala Lumpur - Maukerja

Contract Duration – 1 year

Salary - MYR 8100

Work Location - KL

About the Role

We are looking for a highly analytical and result-driven Team Lead – WFM / MIS to oversee workforce management reporting and analytics. The ideal candidate will be responsible for managing MIS delivery, ensuring accurate reporting, and supporting operational performance through data analysis and workforce planning. This role requires strong analytical capabilities, team leadership, and the ability to work closely with internal stakeholders and clients.

Key Responsibilities

Workforce Management & MIS

• Own and manage MIS delivery for the account across all WFM functions including Planning, Scheduling, Forecasting, and Real-Time Management.

• Ensure accurate and timely reporting of operational and performance metrics.

• Develop dashboards, reports, and ad-hoc analysis to support business decisions.

• Maintain high levels of data integrity across all reports and systems.

• Monitor key business metrics such as Service Level, Abandonment %, and other SLA parameters.

Data Analysis & Reporting

• Perform detailed data analysis to identify trends and provide actionable insights.

• Support business decisions through data-driven recommendations.

• Ensure monthly volumes are handled effectively without impacting revenue.

• Identify opportunities for revenue enhancement and operational improvement.

• Proactively provide solutions to prevent potential operational risks impacting performance.

Team & Stakeholder Management

• Lead and manage the MIS/WFM team while ensuring high-quality deliverables.

• Mentor and support team members in enhancing analytical and Excel skills.

• Collaborate with internal stakeholders and clients to meet reporting requirements within defined TATs.

• Maintain strong communication with senior leadership and customers.

Required Skills & Qualifications

• Minimum 4+ years of experience in the BPO industry.

• At least 1 year of experience in team management.

• Strong analytical and problem-solving skills.

• Basic knowledge of Workforce Management (Planning, Scheduling, Forecasting, Reporting).

• Experience with WFM tools such as Aspect / eXperience / Blue Pumpkin (BP).

• Good knowledge of Avaya CMS.

• Advanced MS Excel skills with the ability to create reports and dashboards.

• Knowledge of VBA, MS Access, and SQL will be an added advantage.

• Excellent communication skills with the ability to interact with senior leadership and clients.

• Ability to multitask, adapt to change, and make quick decisions in a fast-paced environment.