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Workforce Management Analyst Jobs in Federal Territory - October 2026 - Urgent Hiring
Showing 12 jobs results for
"workforce management analyst"
in Federal Territory
Never miss any updates for Workforce Management Analyst jobs in Federal Territory
Manage Alert
Undisclosed
KL City
- Develop forecasts (short to long-term) and perform capacity planning, including headcount and scenario (“what-if”) modeling
- Drive workforce optimization across scheduling, shrinkage, and staffing efficiency to meet service level targets
- Manage and validate historical data and planning assumptions to continuously improve forecast accuracy (target variance within ±5%) ...
Posted
5 days ago
Undisclosed
KL City
- Monitor real-time call volume, service level, answer rate, abandonment, AHT, occupancy, agent status, and schedule adherence.
- Identify actual or projected service risks and issue timely alerts with recommended recovery actions.
- Coordinate intraday actions with Team Leaders, including break adjustments, offline-activity movement, overtime, and contingency deployment. ...
Posted
12 days ago
Undisclosed
KL City
- Develop forecasts (short to long-term) and perform capacity planning, including headcount and scenario (“what-if”) modeling
- Drive workforce optimization across scheduling, shrinkage, and staffing efficiency to meet service level targets
- Manage and validate historical data and planning assumptions to continuously improve forecast accuracy (target variance within ±5%) ...
Posted
a month ago
MYR3,000 - MYR4,000 Per Month
KL City
- Monitor and manage service level performance across various contact centre programmes.
- Monitor call volumes, daily attendance, schedules and break activities.
- Analyse operational data and identify reasons for under- or over-performance. ...
Posted
6 days ago
Undisclosed
KL City
- Monitor and manage service level performance across various contact centre programmes.
- Monitor call volumes, daily attendance, schedules and break activities.
- Analyse operational data and identify reasons for under- or over-performance. ...
Posted
18 days ago
MYR3,000 - MYR4,000 Per Month
KL City
- Monitor and manage service level performance across various contact centre programmes.
- Monitor call volumes, daily attendance, schedules and break activities.
- Analyse operational data and identify reasons for under- or over-performance. ...
Posted
18 days ago
Undisclosed
KL City
- Monitor and manage service level performance across various contact centre programmes.
- Monitor call volumes, daily attendance, schedules and break activities.
- Analyse operational data and identify reasons for under- or over-performance. ...
Posted
18 days ago
Undisclosed
KL City
- Monitor real-time queue performance across phone, chat, and email
- Triage and assess incoming incidents via phone, email, and ticketing systems
- Resolve Level 1 incidents per established protocols (reboot, logs, troubleshooting) ...
Posted
24 days ago
Undisclosed
KL City
- Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
- Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
- Allocate shifts, breaks, and off days by balancing agent preferences, contractual agreements, and business needs. ...
Posted
10 days ago
Undisclosed
KL City
- Monitor and manage real-time performance across Voice, Chat, Email, and Ticket channels to ensure SLA, queue waiting time, backlog, productivity, and operational KPIs are achieved.
- Perform intraday staffing and headcount management, including skilling adjustments, queue balancing, offline activity movement, and recovery planning based on live operational conditions.
- Lead real-time floor management during service risks, high backlog situations, outages, or unexpected volume spikes, while coordinating closely with Ops, Planning, and Team Leaders. ...
Posted
11 days ago
Undisclosed
KL City
- Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
- Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
- Allocate shifts, breaks, and off days by balancing agent preferences, contractual agreements, and business needs. ...
Posted
a month ago
Right Recruit Sdn Bhd
MYR3,500 - MYR4,000 Per Month
KL City
- Monitor real-time call center operations, including agent availability, attendance, breaks, and queue performance.
- Monitor key performance indicators (KPIs) such as Service Level, Average Handle Time (AHT), Occupancy, and Adherence.
- Track call volumes, waiting times, and queue status to identify potential service-level issues. ...
Posted
6 days ago
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