Specialist Work Force Management (WFM)

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 50,000 - 67,000; Full time

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.

Skills

Power BI dashboards

Erlang C modelling

MS Office

Visio

Project Management tools

RPA

ITIL COPC certifications (advantage)

Education

Degree in IT/CS/Engineering

Tools

MS Office

Visio

Project Management tools

Power BI

RPA

Job description

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Workforce Management & Analytics is to ensure the right people, with the right skills, are available at the right time through accurate forecasting, capacity planning, and real‑time workforce optimisation. This role drives operational excellence by transforming data into actionable insights, enabling proactive decision‑making, and ensuring consistent delivery of service levels, productivity, and customer experience targets. By combining planning, analytical capabilities, and continuous improvement, this person acts as the operational heartbeat that keeps the contact centre operations efficient, agile, and future‑ready.

The Responsibilities of the Role:

Workforce Management & Capacity Planning

Forecasts contact volume and workload using historical trends and business insights to ensure accurate short‑, mid‑, and long‑term planning.

Develops staffing and capacity plans that align resources with forecasted demand to meet service level and productivity targets.

Co-work with the Business stakeholders who will be doing the monitoring of real‑time performance and adjusts staffing, schedules, and skilling to address deviations and operational risks.

Co-work with the Business stakeholders to create, manage, and optimise agent schedules (intraday) to maximise coverage while balancing business needs and employee constraints.

Analyses capacity gaps and operational risks and recommends timely corrective actions to avoid service or quality impact.

Drives governance and reporting cadence for forecast accuracy, staffing adherence, and capacity utilisation.

Partners with Operations, HR, and Training teams to support hiring plans, ramp timelines, and skill deployment strategy.

Continuously improves WFM processes and tools to enhance accuracy, efficiency, and automation. This include potential future roll outs of WFM platforms.

Data Analytics

Supports all stakeholders within the CEC organisation in ensuring their operational Contact Centre KPIs are met.

This may require coming up with Service Improvement Plans both short term and long term.

Work cross-functional with other Support functional teams in achieving the target objective.

Organise and participate in cross functional meetings / cadences, depending on the current projects / initiatives on hand.

Motivate stakeholders involved in the assigned projects / initiatives to achieve results.

Operational Deliverables and Contribution

Overall responsibility to support all CEC GEOs in meeting their Tier 1 and 2 KPIs.

Escalate when necessary should there be certain projects / operational processes / recovery plan that does not bring expected results.

Service Improvements Activities

Be alert and identify challenges or gaps related to reporting and dashboarding (including data integrity issues).

Proactively inform the Reporting Manager about potential problems and offer improvement suggestion.

Good and positive engagements with all the GEO and Functional stakeholders.

The Requirement for the Role:

Degree in Technical majors (ie. IT, Computer Science, Engineering) or non-technical majors that carries

Professional work experience for at least 5years, preferably in the area of IT Contact Centre delivery industries.

Fluent in English language written and spoken in professional manner. Added advantage of other language capabilities.

Strong Knowledge of IT industry and its related technology.

Proven track record on successful employee responsibility (ie. Proactive communication)

Understand day to day operations in Customer Service delivery especially in Contact Centre management.

Very good skills in using MS Office, Visio and Project Management tools.

Added advantages for those who holds ITIL Foundation Certificate or COPC or Contact Centre Management certifications.

Familiar and have strong understanding and experience in performing Contact Centre Workforce Management roles including capacity planning (ie. Erlang C modelling).

Well versed in developing, maintaining and improving Power BI dashboards and RPA (good to have)

High sense of responsibility, social competency and reliability.

Deep knowledge of new technological capabilities including AI tools / platforms.

Has Commercial Understanding and Analysis particularly in Contact Centre environment.

The Package:

Attractive Basic Salary - From RM4500 up to RM 6000

Performance related bonus for confirmed staff.