Contact Support Workforce Management Manager

Get to know the role:

Reporting into the Head of Contact Services/Customer Support, the Workforce Management Manager is responsible to optimise our contact center and back-end operations by ensuring optimal utilization of resources and maintaining real-time adherence to schedules. The ideal candidate will have a strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced environment.

• Workforce Planning: Collaborate with operational teams to forecast staffing needs based on historical data, call volume trends, and business projections.
• Scheduling: Develop and maintain efficient and effective schedules for contact center agents and back-end staff to ensure coverage meets operational requirements and service level agreements (SLAs).
• Real-Time Monitoring: Utilize workforce management tools to monitor agent adherence to schedules, identify trends, and make real-time adjustments to optimizeresource allocation.
• Performance Analysis: Analyze key performance metrics such as service levels average handle time, and forecast accuracy to identify areas for improvement and implement strategies to enhance operational efficiency.
• Reporting: Generate regular reports and dashboards to track performance metrics staffing levels, and adherence to schedules. Provide insights and recommendation based on data analysis to drive informed decision-making.
• Training and Support: Provide training and support to operational teams on workforce management tools and best practices for schedule adherence and optimization.
• Cross-Functional Collaboration: Collaborate with stakeholders across departments,including operations, human resources, and IT, to align workforce management strategies with organizational goals and objectives.

The candidate must haves:

• 3-5 years’ proven experience in workforce management, real-time adherence, or capacity planning within a contact center or back-end operations environment.
• Proficiency in workforce management software along with advanced proficiency in
• Microsoft Excel or similar data analysis tools.
• Bachelor’s degree in a related field
• Strong analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
• Excellent communication skills with the ability to effectively communicate complex concepts and collaborate with cross-functional teams.
• Detail-oriented with strong organizational and time management skills to prioritize tasks and meet deadlines in a dynamic environment.
• Ability to adapt to changing business needs and make data-driven decisions to optimize resource allocation and improve operational performance.
• Experience with contact center technologies, telephony systems, and call routing strategies is a plus.
• Can use own initiative with the ability to focus on the important details to deliver a high-quality professional service Proficiency in using Microsoft products such as Excel, PowerPoint, Word; and Google Suite

Job Type: Contract
Contract length: 12 months

Pay: RM7,000.00 - RM10,000.00 per month

Schedule:

• Monday to Friday