Aeon Credit Service Hiring! Full Time Senior Executive – Work Force Management in WP Kuala Lumpur - Ricebowl

Main Purpose of Job  

• The Workforce Management (WFM) Analyst is responsible for ensuring optimal staffing levels, schedule accuracy, and adherence to operational requirements. 

• This role supports smooth daily operations by forecasting call volumes, validating headcount requirements, monitoring real-time adherence, and providing timely adjustments to meet service level targets. 

Job Responsibilities

• Generate and publish monthly staff schedules using Workforce Management (WFM) systems. 

• To assist Unit Head and Section Head on analyzing historical call, chat, and email volume to produce daily, weekly, and monthly forecasts. 

• Manage shift rotations, rest days, leave planning, and overtime to ensure sufficient coverage. 

• Validate headcount requirements against forecasted and actual call volumes to ensure sufficient staffing and operational continuity. 

• Compile and submit monthly shift rotation files to HR in a timely manner. 

• Update and track unplanned leave on a daily basis to maintain accurate workforce availability. 

• Monitor live queues, agent status, and service levels throughout the day. 

• Take real-time actions such as reassigning agents, requesting overtime, or pausing offline activities to protect SLA. 

• Monitor team adherence closely and take corrective actions where necessary. 

• Update agent concurrent status promptly when non-adherence alerts or pop-ups are triggered in the WFM system. 

• Adjust lunch and prayer breaks in accordance with real-time operational needs while ensuring compliance with company policies. 

• Analyse call disposition codes on an hourly basis to identify abnormalities or unusual call volume trends. 

• Cross-check and validate call disposition codes selected by agents against actual call records to ensure data accuracy and reporting integrity. 

• Identify trends such as seasonality, campaigns, system issues, or SMS blasts that may impact volume.

• Provide insights and recommendations to operations and management based on workforce data and performance trends. 

• Highlight variances and provide analysis on root causes (e.g., high call volume, absenteeism, system downtime).

• Support management with data for decision-making and continuous improvement.

• Work closely with Operations, Team Leaders, and HR to support workforce planning, shift rotations, and attendance management. 

• Perform ad hoc tasks and special projects as assigned by superiors.

Job Requirement

• Well-versed in Japanese and English communication skills.

•  Diploma or Bachelor’s Degree in any related discipline. 

• Minimum 3–5 years direct experience in Contact Centre operations with at least 3 years management or supervisory level exposure. 

• Exposure to Workforce Management (WFM) operations, scheduling, or manpower planning is preferred. 

• Good time management and organizational skills. 

• Excellent interpersonal and leadership skills.