Kerja Sepenuh Masa, Workforce Management (WFM) Manager di TP Federal Territory - Maukerja

Work Location: G-Tower, Ampang Park, Kuala Lumpur / Kelana Centre Point (KCP), Petaling Jaya

Employment Type: Full-Time

Availability: Immediate Joiner Preferred

Job Summary

We are looking for an experienced and results-driven Workforce Management (WFM) Manager to oversee workforce planning, forecasting, scheduling, and real-time operations. The successful candidate will ensure optimal staffing levels, operational efficiency, and achievement of service-level targets across business operations.

This role is suitable for a strategic thinker with strong analytical skills, leadership experience, and the ability to work in a fast-paced environment.

Key Responsibilities

• Lead workforce management functions, including forecasting, capacity planning, scheduling, and real-time management.
• Develop accurate short-term and long-term staffing forecasts based on business demand and operational requirements.
• Monitor real-time performance, service levels, occupancy, adherence, and staffing levels.
• Optimize workforce schedules to ensure adequate coverage and operational efficiency.
• Analyze workforce data, identify trends, and recommend improvements to productivity and resource utilization.
• Collaborate with Operations, Recruitment, Training, and other stakeholders to align staffing requirements with business needs.
• Prepare and present workforce reports, dashboards, and performance insights to management.
• Establish and monitor WFM KPIs, ensuring alignment with service-level agreements (SLAs) and business objectives.
• Lead, coach, and develop the WFM team to achieve operational targets.
• Drive continuous improvement initiatives and implement effective workforce management strategies.

Job Requirements

• Bachelor's degree in Business Administration, Statistics, Mathematics, or a related field is preferred.
• Proven experience in Workforce Management within a contact centre or BPO environment.
• Previous experience managing or leading a WFM team.
• Strong knowledge of forecasting, capacity planning, scheduling, and real-time management.
• Proficiency in workforce management tools, reporting systems, and Microsoft Excel.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Willing to work onsite at G-Tower, Kuala Lumpur, or KCP, Petaling Jaya.
• Immediate joiners are strongly preferred.