Contact Center WFM Strategy Lead

Teleperformance; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

Teleperformance Malaysia is seeking a Workforce Management Specialist to design and optimize inbound and outbound contact strategies. You will forecast call volumes, staff levels, and performance metrics, ensuring systems like Nice, IEX, Aspect, Verint, Genesys and AVAYA run smoothly.

You will analyze real-time call center metrics, prepare staff attendance reports, and collaborate with leadership to drive continuous improvements in service levels and operational efficiency.

Qualifications

• Bachelor's degree in any field is required.
• 1-3 years of related experience in contact center or workforce management.
• Proficiency with the listed software (Nice, IEX, Aspect, Verint, Genesys, AVAYA).
• Fluent in English; Bahasa Malaysia and Mandarin are preferred.
• Willing to work in Penang or Kuala Lumpur.

Responsibilities

• Develop and implement inbound/outbound contact strategies.
• Forecast call volume, staffing, AHT, adherence, and shrinkage to optimize performance.
• Manage Workforce System (IEX) implementation and usage.
• Perform root cause analysis on performance issues and report findings to leadership.
• Troubleshoot routing and system issues with cross-functional teams.
• Provide real-time KPI monitoring and escalation as needed.
• Generate reports on attendance and KPI metrics; support scheduling and payroll alignment.
• Collaborate with Operations and HR to optimize the workforce.

Skills

Forecasting

Staffing optimization

WFM analytics

Communication

Presentation skills

Education

Bachelor's degree in any field

Tools

Nice

IEX

Aspect

Verint

Genesys

AVAYA

Power BI

Job description

Teleperformance Malaysia is seeking a Workforce Management Specialist to design and optimize inbound and outbound contact strategies. You will forecast call volumes, staff levels, and performance metrics, ensuring systems like Nice, IEX, Aspect, Verint, Genesys and AVAYA run smoothly.

You will analyze real-time call center metrics, prepare staff attendance reports, and collaborate with leadership to drive continuous improvements in service levels and operational efficiency.