全职 Workforce Management Lead 工作, 薪水 up to MYR 5,500, ITCAN Business Solutions Selangor 公司招聘中 - Ricebowl

Job Summary

As a Workforce Management Lead, you will be responsible for leading workforce planning and optimization across operations to ensure delivery excellence and achievement of client service level agreements (SLAs). You will collaborate with cross-functional stakeholders to develop accurate forecasts, optimize staffing strategies, manage scheduling, and drive operational efficiency through workforce analytics and continuous improvement initiatives.

Key Responsibilities

• Lead the end-to-end Workforce Management function, including forecasting, capacity planning, scheduling, real-time management, and reporting.
• Develop staffing plans based on historical trends, business projections, seasonality, and client demand.
• Monitor operational performance and proactively recommend staffing or scheduling adjustments to achieve business KPIs.
• Ensure workforce plans support client contractual commitments, service levels, and productivity targets.
• Analyze workforce data and generate insights on forecast accuracy, occupancy, shrinkage, utilization, adherence, and operational performance.
• Partner closely with Operations, Recruitment, Human Resources, Learning & Development, and Client Services to align workforce strategies with business needs.
• Present workforce performance reports and recommendations to senior leadership and clients.
• Identify operational risks and implement mitigation plans to minimize service disruption.
• Drive continuous improvement initiatives through process optimization, automation, and data analytics.
• Ensure compliance with company policies, client requirements, and workforce management best practices.
• Lead, coach, and develop Workforce Management analysts and planners to build a high-performing team.

Qualifications

• Bachelor's Degree in Business Administration, Operations Management, Statistics, Mathematics, Engineering, or a related discipline.
• Minimum 5–8 years of experience in Workforce Management, Capacity Planning, Resource Planning, or Operations Planning.
• At least 2 years of people leadership experience.
• Experience in a BPO, shared services, consulting, or customer operations environment is highly preferred.
• Strong understanding of forecasting models, scheduling methodologies, capacity planning, and real-time management.
• Advanced proficiency in Microsoft Excel and Power BI.
• Experience with Workforce Management tools such as NICE, Verint, Genesys WFM, Aspect, Calabrio, or equivalent platforms.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, stakeholder management, and presentation skills.
• Ability to manage multiple priorities in a fast-paced, client-centric environment.

Preferred Skills

• Experience supporting global or regional operations.
• Knowledge of automation, reporting tools, SQL, or data visualization platforms is an advantage.
• Experience driving process improvement initiatives using Lean, Six Sigma, or similar methodologies.
• Ability to influence senior stakeholders through data-driven recommendations.

Pay: RM4,500.00 - RM5,500.00 per month

Work Location: In person