STARTEK Hiring! Full Time Assistant Manager – Workforce Planning - Analytics in Johor - Ricebowl

Lead workforce forecasting, capacity planning, scheduling, and real-time workforce management to support operational and business objectives.

Analyze workforce performance metrics, including service levels, occupancy, shrinkage, adherence, and staffing utilization.

Develop staffing plans and hiring forecasts to ensure workforce readiness and business continuity.

Generate operational reports, dashboards, and workforce insights to support data-driven decision-making.

Collaborate with Operations, HR, Recruitment, Training, and clients to align workforce strategies with business requirements.

Drive workforce optimization initiatives to improve productivity, efficiency, and customer experience.

Lead, coach, and develop the Workforce Management (WFM) team to achieve operational excellence.

Bachelor's Degree in Business, Statistics, Operations Management, or a related field.

Minimum 3-5 years of experience in Workforce Management, Capacity Planning, Forecasting, or Workforce Analytics within a BPO/Contact Centre environment.

Strong knowledge of workforce planning principles, forecasting methodologies, and scheduling practices.

Proficiency in WFM tools such as Verint, NICE IEX, Calabrio, Genesys WEM, or similar platforms.

Advanced analytical skills with hands-on experience in Microsoft Excel and Power BI.

Strong stakeholder management, communication, problem-solving, and leadership skills.

Forecast Accuracy

Service Level Achievement

Staffing Readiness

Occupancy & Shrinkage Management

Schedule Adherence

Productivity & Continuous Improvement

Client Satisfaction