Kerja Sepenuh Masa, Workforce Manager di CareCone Group Johor - Maukerja

Job Description

We are seeking an experienced Workforce Management (WFM) professional to lead forecasting, scheduling, and capacity planning initiatives. This role requires strong leadership, analytical expertise, and the ability to drive operational excellence across diverse teams.

Key Responsibilities

• Roll out weekly, bi-weekly, and monthly capacity plans aligned with business demand.
• Plan and manage training batches in coordination with Operations, HR, Training, and IT.
• Develop short-, mid-, and long-term forecasts to support strategic decision-making.
• Prepare and manage rosters/schedules to optimize workforce utilization.
• Ensure achievement of service level targets with controlled abandonment rates and maximum schedule adherence.
• Engage regularly with senior management and clients to review performance and align expectations.
• Identify opportunities for continuous improvement in forecasting, scheduling, and capacity planning.
• Generate MIS reports and presentations for stakeholders.
• Lead, mentor, and manage a team of 6–10 WFM Executives/Specialists.

Success Metrics

• Consistent delivery against SLAs, abandonment rates, and occupancy targets.
• Revenue per FTE optimization.
• Documented process improvements and efficiency gains.
• Knowledge transfer and learning initiatives delivered to the team.
• Controlled attrition rate.
• Demonstration of leadership attributes and achievement of KPIs.

Tools & Resources

• Proficiency in WFM tools such as Aspect eWFM, IEX TotalView, or Blue Pumpkin.
• Working knowledge of Avaya CMS Supervisor / Symposium.
• Strong command of MS Office and Google Sheets.

Role Requirements

• Graduate/Postgraduate qualification.
• Excellent communication skills, analytical ability, and stakeholder management expertise.
• Team handling experience with proven leadership skills.
• Ability to work in morning and evening shifts as per business requirements.

Desired Attributes

• Positive and proactive mindset.
• Strong process orientation and ownership.
• Energetic, enthusiastic, and focused.
• High level of self-motivation and problem-solving ability.