Contact Support Workforce Management Manager

MyValiant; Kuala Selangor; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading services provider in Kuala Selangor is seeking a Support Workforce Management Manager. The ideal candidate will have 3-5 years of experience in workforce management within a contact center environment. Responsibilities include analyzing data to optimize resources and improve performance. A Bachelor’s degree is required, along with proficiency in workforce management software and Microsoft Excel. Strong analytical and communication skills are essential for success in this dynamic role.

Qualifications

• 3-5 years of experience in workforce management or capacity planning.
• Proficiency in workforce management software and advanced Excel skills.
• Strong analytical skills to interpret data and identify trends.

Skills

Workforce management

Analytical skills

Communication skills

Data interpretation

Organizational skills

Initiative

Education

Bachelor's degree in a related field

Tools

Microsoft Excel

Workforce management software

Job description

Contact Support Workforce Management Manager

• 3-5 years’ proven experience in workforce management, real-time adherence, or capacity planning within a contact center or back-end operations environment.
• Proficiency in workforce management software along with advanced proficiency in Microsoft Excel or similar data analysis tools.
• Bachelor’s degree in a related field
• Strong analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
• Excellent communication skills with the ability to effectively communicate complex concepts and collaborate with cross-functional teams.
• Detail-oriented with strong organizational and time management skills to prioritize tasks and meet deadlines in a dynamic environment.
• Ability to adapt to changing business needs and make data-driven decisions to optimize resource allocation and improve operational performance.
• Experience with contact center technologies, telephony systems, and call routing strategies is a plus.
• Can use own initiative with the ability to focus on the important details to deliver a high-quality professional service