- Kuala Lumpur Federal Territory Malaysia
MindPec Solutions Hiring! Full Time WFM Team Lead in Federal Territory - Ricebowl
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Job Description
Responsibilities
Job Title: WFM Team Lead
Location: Kuala Lumpur, Malaysia
Working Shift: Normal office hours (onsite)
Contract: 1 Year
Salary: Up to MYR 8,000/month
Joining: Immediate preferred
Role Overview
We are hiring a Team Lead – WFM / MIS to manage workforce planning, reporting, and analytics. The role focuses on ensuring accurate MIS delivery, optimizing operational performance, and leading a WFM team in a fast-paced BPO environment.
Key Responsibilities
Workforce Management & MIS
Manage end-to-end WFM functions: forecasting, scheduling, planning & real-time management
Ensure timely and accurate MIS/reporting delivery
Monitor KPIs (Service Level, Abandonment %, SLA metrics)
Maintain data accuracy and reporting integrity
Data Analysis & Reporting
Analyze performance data and identify trends
Provide actionable insights for business decisions
Support volume planning and operational efficiency
Identify risks and suggest improvement strategies
Team & Stakeholder Management
Lead and manage WFM/MIS team performance
Mentor team members on reporting and analytical skills
Collaborate with stakeholders and clients for reporting needs
Ensure timely delivery within defined TATs
Requirements
Minimum 4+ years in BPO, with WFM experience
At least 1 year in team lead/management role
Strong analytical and problem-solving skills
Hands-on experience in WFM tools (Aspect / Blue Pumpkin / NICE / Avaya CMS)
Advanced MS Excel (reports, dashboards)
Good communication and stakeholder management skills
Ability to multitask in a fast-paced environment.
Location: Kuala Lumpur, Malaysia
Working Shift: Normal office hours (onsite)
Contract: 1 Year
Salary: Up to MYR 8,000/month
Joining: Immediate preferred
Role Overview
We are hiring a Team Lead – WFM / MIS to manage workforce planning, reporting, and analytics. The role focuses on ensuring accurate MIS delivery, optimizing operational performance, and leading a WFM team in a fast-paced BPO environment.
Key Responsibilities
Workforce Management & MIS
Manage end-to-end WFM functions: forecasting, scheduling, planning & real-time management
Ensure timely and accurate MIS/reporting delivery
Monitor KPIs (Service Level, Abandonment %, SLA metrics)
Maintain data accuracy and reporting integrity
Data Analysis & Reporting
Analyze performance data and identify trends
Provide actionable insights for business decisions
Support volume planning and operational efficiency
Identify risks and suggest improvement strategies
Team & Stakeholder Management
Lead and manage WFM/MIS team performance
Mentor team members on reporting and analytical skills
Collaborate with stakeholders and clients for reporting needs
Ensure timely delivery within defined TATs
Requirements
Minimum 4+ years in BPO, with WFM experience
At least 1 year in team lead/management role
Strong analytical and problem-solving skills
Hands-on experience in WFM tools (Aspect / Blue Pumpkin / NICE / Avaya CMS)
Advanced MS Excel (reports, dashboards)
Good communication and stakeholder management skills
Ability to multitask in a fast-paced environment.
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