Senior Analyst/Associate Manager, Workforce Management

Klook; Kuala Lumpur; On-site; MYR 55,800 - 89,280; Full time

Job summary

A leading travel and services platform is seeking a Senior Workforce Management Analyst in Kuala Lumpur to drive end-to-end workforce planning across multiple channels. The role involves developing forecasts, managing real-time performance, and collaborating with teams to improve workforce strategies. The ideal candidate has at least 2 years of experience in relevant roles with strong analytical and communication skills. This position offers an opportunity to make impactful decisions in a dynamic environment.

Qualifications

• At least 2 years of experience as a Real-Time Analyst, WFM, or any related role.
• Strong mathematical, statistical, and analytical skills.
• Proficient in Microsoft/G-Suite applications.

Responsibilities

• Develop forecasts and perform capacity planning.
• Drive workforce optimization across scheduling and staffing efficiency.
• Monitor real-time performance and execute intraday actions.
• Provide workforce reporting and insights for decision-making.

Skills

Mathematical skills

Statistical skills

Analytical skills

Organizational skills

Communication skills

Interpersonal skills

Attention to detail

Education

Bachelor's degree or above

Tools

Microsoft Excel

Google Sheets

Excel VBA

Job description

Job Summary

The Senior Workforce Management Analyst is responsible for driving end-to-end workforce planning across forecasting, capacity planning, scheduling, and real-time performance management in a multi-channel contact center environment. As a Subject Matter Expert, this role partners closely with Operations and HR to balance service level performance, staffing efficiency, and cost optimization. The role goes beyond execution, contributing to workforce strategy, planning accuracy, and continuous improvement of WFM frameworks in a 24/7 operation.

Role & Responsibilities

• Develop forecasts (short to long-term) and perform capacity planning, including headcount and scenario ("what-if") modeling
• Drive workforce optimization across scheduling, shrinkage, and staffing efficiency to meet service level targets
• Manage and validate historical data and planning assumptions to continuously improve forecast accuracy (target variance within ±5%)
• Monitor real-time performance and execute intraday actions to maintain SLA and operational stability
• Manage queue balancing, skilling, and concurrency adjustments, and conduct root cause analysis for performance gaps
• Support workforce planning across voice and non-voice channels, optimizing routing, concurrency, and workload distribution
• Design flexible and optimized scheduling strategies that balance business requirements with employee work-life balance
• Align workforce strategies with demand patterns, backlog management, and customer experience goals
• Provide workforce reporting, insights, and recommendations to support operational and financial decision-making
• Partner with Operations as WFM to align on complex scenarios, staffing strategies, and performance improvement
• Make data-driven decisions during critical service level risks, volume spikes, or operational incidents
• Drive continuous improvement in WFM processes, forecasting accuracy, and scheduling methodologies
• Support WFM tools, data integrity, and reporting enhancements

What you’ll need?

• At least 2 years of experience as a Real-Time Analyst, WFM or any related roles.
• Strong mathematical, statistical, and analytical skills.
• Strong organizational skills and detail oriented.
• Proficient in Microsoft/G‑Suite applications (e.g., Microsoft Excel, Google Sheets etc.), knowledge In Excel VBA and data visualization is a plus.
• Excellent oral and written communication skills and interpersonal skills.
• Proficient in English (both verbal and written).
• Eager to work in a small team and fast‑paced environments.
• Comfortable working with people from diverse cultural backgrounds and in different time zones.
• Bachelor's degree or above.