Capacity Runner (Cap Runner) - Mandarin

Teleperformance; Johor Bahru; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading global outsourcing company is seeking a detail-oriented Capacity Runner (Mandarin-speaking) to support its Workforce Management team. This role involves monitoring staffing requirements and ensuring alignment with business demand, alongside real-time operational support. The position starts with 6 months of remote work, followed by relocation to Johor. Candidates should have a degree, be fluent in Mandarin and English, and possess 2-3 years of experience in Workforce Management. Excellent analytical and communication skills are essential for success.

Qualifications

• Minimum 2-3 years’ experience in Workforce Management, Capacity Planning, or Real-Time Monitoring.
• Good understanding of WFM tools and contact center operations.
• Ability to work in a fast-paced, high-pressure environment.

Responsibilities

• Monitor workforce capacity and ensure staffing levels are aligned with forecasted demand.
• Provide real-time updates and adjustments to schedules to maintain SLA and KPI compliance.
• Collaborate with Operations, WFM, and Scheduling teams to address staffing gaps.
• Prepare and deliver intraday and capacity reports to management.
• Support incident management by reallocating resources during unexpected events.

Skills

Fluency in Mandarin

Fluency in English

Analytical skills

Problem-solving skills

Communication skills

Coordination skills

Education

Diploma or Bachelor's degree in Business, Statistics, or a related field

Job description

Capacity Runner (Mandarin-speaking)

We are looking for a detail-oriented and proactive Capacity Runner (Mandarin-speaking) to support our Workforce Management (WFM) team. The role is responsible for monitoring staffing requirements, ensuring capacity alignment with business demand, and providing real-time support to meet service levels. The successful candidate will begin with 6 months of remote work before relocating to our Johor office.

Responsibilities

• Monitor workforce capacity and ensure staffing levels are aligned with forecasted demand.
• Provide real-time updates and adjustments to schedules to maintain SLA and KPI compliance.
• Collaborate with Operations, WFM, and Scheduling teams to address staffing gaps and optimize coverage.
• Track agent adherence, absenteeism, and occupancy levels, escalating issues when necessary.
• Prepare and deliver intraday and capacity reports to management.
• Support incident management by reallocating resources during unexpected events.
• Communicate with stakeholders in Mandarin and English regarding capacity and operational status.
• Recommend process improvements to enhance workforce efficiency and business outcomes.

Qualifications & Requirements

• Diploma or Bachelor's degree in Business, Statistics, or a related field.
• Fluent in Mandarin and English (spoken and written).
• Minimum 2-3 years’ experience in Workforce Management, Capacity Planning, or Real-Time Monitoring.
• Strong analytical and problem-solving skills.
• Good understanding of WFM tools and contact center operations.
• Excellent communication and coordination skills.
• Ability to work in a fast-paced, high-pressure environment.
• Willingness to work from home for 6 months and relocate to Johor thereafter.
• Flexibility to work on rotational shifts if required.