Workforce Management Role

New Job Order: Workforce Management Role

• Working Hours: 9:00 AM – 6:00 PM
• Salary: Up to RM6,000
• Interview mode: Virtual or Physical onsite
• Assessment: WFM Assessment only onsite

Roles & Responsibilities

• Design and implement scheduling and capacity planning to support multiple projects.
• Build, develop, and lead a responsive Resource Planning team to meet performance standards and deliver on critical staff planning activities, including:
  1. Daily volume forecasting and staff scheduling
  2. Weekly scheduling adjustments (e.g., OT plans)
  3. Monthly forecasting
  4. Performance measurement
• Develop and manage capacity planning tools to forecast customer volume accurately across various channels (hourly, daily, monthly).
• Translate forecasts into hiring plans and staff schedules, optimizing placement to match volume patterns.
• Analyze...