TechnoMech (m) Hiring! Full Time Workforce Management (WFM) - Call Centre in Selangor, Earn up to MYR 6,000 - Ricebowl

WORKFORCE MANAGEMENT (WFM) EXECUTIVE

About the Role

We are seeking a detail-oriented Workforce Management (WFM) Executive to manage forecasting, scheduling, and real-time monitoring of call center operations to ensure optimal staffing levels, service level achievement, and operational efficiency.

Requirements

• Diploma/Degree in Statistics, Business Analytics, Mathematics, Business Administration, or related field
• Minimum 2–3 years' experience in Workforce Management within a call center/BPO environment
• Strong analytical and numerical skills with ability to interpret data and trends
• Proficient in MS Excel (advanced level); familiarity with WFM tools/software
• Good understanding of call center metrics (Service Level, Occupancy, Shrinkage etc.)
• Strong problem-solving skills and ability to work under pressure
• Good communication skills to liaise with Operations and other stakeholders
• Able to work independently, multitask, and meet tight deadlines
• Willing to work shifts if required for real-time monitoring

Key Responsibilities

Forecasting & Planning:

• Develop accurate call volume and workload forecasts based on historical data and trends
• Plan staffing requirements to meet service level agreements (SLA)
• Identify seasonal trends, peak periods, and volume fluctuations

Scheduling:

• Prepare and manage agent schedules, shift patterns, and rosters
• Optimize schedules to balance business needs with agent availability/preferences
• Manage leave planning, off-days, and shift swaps in line with staffing requirements

Real-Time Management:

• Monitor real-time call center performance (queue, service level, agent adherence)
• Take immediate action on staffing gaps, absenteeism, or unexpected volume spikes
• Coordinate with Team Leaders/Supervisors to manage intraday adjustments

Reporting & Analysis:

• Track and report key WFM metrics (SLA, occupancy, shrinkage, attrition, AHT)
• Prepare daily/weekly/monthly performance and capacity planning reports
• Provide data-driven insights and recommendations to improve efficiency
• Conduct root cause analysis for SLA misses and propose corrective actions

Stakeholder Collaboration:

• Work closely with Operations, HR, and Training teams to align workforce planning with business needs
• Support headcount planning and budgeting discussions with data insights
• Communicate schedule changes and staffing updates to relevant stakeholders

Pay: RM3,000.00 - RM6,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave

Work Location: In person