Senior Workforce Management Lead - Forecasting & Capacity

GoKardz Technologies; Shah Alam; On-site; MYR 60,933 - 72,986; Full time

Job summary

GoKardz Technologies in Shah Alam is seeking a Workforce Management professional to design scheduling and capacity planning processes. You will lead a Resource Planning team while optimizing hiring plans and staffing insights to enhance operational capacity and performance.

This role requires a minimum of 5 years of Workforce Management experience, along with strong communication skills and a proactive approach to strategic initiatives. The role can have physical or virtual interview modes.

Qualifications

• Minimum 5 years of experience in Workforce Management.
• At least 2 years in the outsourcing industry.
• Strong understanding of WFM principles in complex environments.
• Excellent verbal and written communication in English.
• Prior supervisory experience.
• Experience with SQL, Python, R, and Power BI is an added advantage.

Responsibilities

• Design and implement scheduling and capacity planning for projects.
• Build and lead a Resource Planning team.
• Forecast customer volume across various channels.
• Analyze volume drivers to identify improvement opportunities.
• Support contact center operations with staffing insights.
• Collaborate with business teams to expand WFM support.

Skills

Workforce Management principles

Project management

Multitasking

SQL

Python

R

Power BI

Business English communication

Interpersonal skills

Tools

WFM systems

Microsoft Office

Job description

GoKardz Technologies in Shah Alam is seeking a Workforce Management professional to design scheduling and capacity planning processes. You will lead a Resource Planning team while optimizing hiring plans and staffing insights to enhance operational capacity and performance.

This role requires a minimum of 5 years of Workforce Management experience, along with strong communication skills and a proactive approach to strategic initiatives. The role can have physical or virtual interview modes.