Senior Workforce Planning & Analytics Lead

Scicom (MSC) Berhad

Kuala Lumpur

On-site

MYR 50,000 - 67,000

Full time

3 days ago

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Job summary

Scicom (MSC) Berhad is seeking a Workforce Management & Analytics professional in Kuala Lumpur to forecast workload, design staffing plans, and optimise intraday schedules. You will collaborate with Operations, HR and Training to ensure service levels and KPIs are met across GEOs.

The role requires a degree in IT/CS/Engineering and 5+ years in IT contact centre delivery. Fluency in English is essential; knowledge of Power BI and RPA is a strong plus for driving data-driven improvements.

Qualifications

Degree in Technical majors (IT, CS, Engineering) or related fields.
Professional work experience of at least 5 years in IT Contact Centre delivery industries.
Fluent in English (written and spoken) with professional proficiency.
Strong knowledge of IT industry and related technologies.
Proven track record in proactive communication and employee responsibility.
Experience in developing, maintaining and improving Power BI dashboards and RPA is a plus.
Familiarity with Erlang C modelling and contact centre workforce management.

Responsibilities

Forecasts contact volume and workload to support short-, mid-, and long-term planning.
Develops staffing and capacity plans to meet service levels and productivity targets.
Coordinates with stakeholders to monitor real-time performance, adjusting staffing and skilling as needed.
Manages intraday agent schedules to maximize coverage while balancing constraints.
Analyzes capacity gaps and risks; recommends timely corrective actions.
Leads governance and reporting cadence for forecast accuracy and utilization.
Partners with Operations, HR and Training to support ramp timelines and skill deployment.
Continuously improves WFM processes and tools, including potential platform rollouts.