Assistant Manager – Workforce Planning & Analytics

Startek Malaysia; Johor Bahru; On-site; MYR 120,000 - 180,000; Full time

Job summary

Startek Malaysia is seeking a seasoned Workforce Management Lead to drive forecasting, capacity planning, scheduling, and real-time WFM to support business objectives.

You will analyze service levels, occupancy, adherence, and staffing utilization; build staffing plans, generate dashboards in Power BI, and collaborate with Operations and HR to align workforce strategies; lead and develop the WFM team to deliver operational excellence.

Qualifications

• Bachelor's degree in Business, Statistics, Operations Management, or a related field.
• 3-5 years of experience in Workforce Management in a BPO/Contact Centre.
• Strong knowledge of workforce planning, forecasting methodologies, and scheduling practices.
• Proficiency in WFM tools such as Verint, NICE IEX, Calabrio, Genesys WEM, or similar.
• Advanced Excel and Power BI analytical skills.
• Strong stakeholder management, communication, problem-solving, and leadership skills.

Responsibilities

• Lead workforce forecasting, capacity planning, scheduling, and real-time WFM.
• Analyze performance metrics: service levels, occupancy, shrinkage, adherence, staffing utilization.
• Develop staffing plans and hiring forecasts.
• Generate reports, dashboards, and insights for data-driven decisions.
• Collaborate with Operations, HR, Recruitment, Training, and clients.
• Drive workforce optimization to improve productivity and customer experience.
• Lead, coach, and develop the WFM team.

Skills

Forecasting

Capacity planning

Scheduling

Workforce management

Stakeholder management

Leadership

Power BI

Excel

Education

Bachelor's Degree in Business/Statistics/Operations Management or related field

Tools

Verint

NICE IEX

Calabrio

Genesys WEM

Power BI

Excel

Job description

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.

Requirements

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.

Key Success Measures

Forecast Accuracy

Staffing Readiness

Schedule Adherence

Productivity & Continuous Improvement

Client Satisfaction

Startek Malaysia is a leading global provider of technology-enabled business process outsourcing solutions. The company provides omni-channel customer experience management, back office and technology services to corporations around the world across a range of industries. We have more than 45,000 outsourcing experts across 54 delivery campuses worldwide that are committed to delivering transformative customer experiences for clients. Services include omni-channel customer care, customer acquisition, order processing, technical support, receivables management and analytics through automation, voice, chat, email, social media and IVR, resulting in superior business results for its clients.

Startek Malaysia is a leading global provider of technology-enabled business process outsourcing solutions. The company provides omni-channel customer experience management, back office and technology services to corporations around the world across a range of industries. We have more than 45,000 outsourcing experts across 54 delivery campuses worldwide that are committed to delivering transformative customer experiences for clients. Services include omni-channel customer care, customer acquisition, order processing, technical support, receivables management and analytics through automation, voice, chat, email, social media and IVR, resulting in superior business results for its clients.