APAC Workforce Forecasting & Analytics Lead

Joinimagine; Kuala Lumpur; Hybrid; MYR 90,000 - 140,000; Full time

Benefits offered by this job

Hybrid working

Bonus program

Medical coverage

Annual leave

Regional APAC exposure

Learning & development

Job summary

Allianz Partners Malaysia is seeking a Workforce Management Analyst to shape APAC operational performance by turning data into staffing strategies. You will forecast, analyse, and collaborate with stakeholders to drive staffing decisions in a fast-paced contact centre environment.

The role requires strong Excel/Power BI skills, experience with WFM tools, and the ability to translate business needs into technical outputs. Hybrid work from UOA Centre KLCC is offered.

Qualifications

• Degree or diploma in Computer Science, Mathematics, Statistics, Business, or a related field, with at least 4 years of experience in a WFM, capacity planning, data analyst, or BI role.
• Experience in a contact centre or service operations environment.
• Demonstrated capacity planning — headcount modelling, scenario analysis, and translating volume drivers into staffing plans.

Responsibilities

• Build forecasting models using predictive analysis to support short-, mid-, and long-term staffing decisions.
• Lead capacity planning activities and translate volume assumptions into staffing recommendations.
• Develop reports and dashboards for management use.

Skills

Forecasting

WFM tools

SQL

BI reporting

Excel

PowerPoint

Stakeholder comms

Bahasa Melayu (bonus)

Education

Bachelor's degree in CS/Math/Stats/Business

Tools

Verint

NICE

Genesys

Cisco

Avaya

Content Guru

Power BI

SQL

Job description

Allianz Partners Malaysia is seeking a Workforce Management Analyst to shape APAC operational performance by turning data into staffing strategies. You will forecast, analyse, and collaborate with stakeholders to drive staffing decisions in a fast-paced contact centre environment.

The role requires strong Excel/Power BI skills, experience with WFM tools, and the ability to translate business needs into technical outputs. Hybrid work from UOA Centre KLCC is offered.