Specialist, Workforce Management (Bilingual Mandarin and English Support)

OKX; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading crypto exchange in Kuala Lumpur is seeking a WFM Associate to handle workload forecasting and operational planning. Candidates should have strong analytical skills and experience in customer service management. The role offers a competitive remuneration package along with various employee benefits, all within a supportive and diverse work environment.

Benefits

Competitive remuneration package

Meal allowance

Unlimited transport allowance

Yearly bonus

Insurance coverage for employees & dependents

Excellent prospects for growth and promotion

Qualifications

• Minimum 2 years of management experience in a large-scale customer service center.
• Solid understanding of contact center KPIs such as AHT, SLA.
• Ability to perform under pressure with a high sense of responsibility.

Responsibilities

• Analyze historical data to generate demand forecasts.
• Convert demand forecasts into actionable headcount and capacity plans.
• Build optimized shift plans to ensure smooth daily operations.

Skills

Excellent command of spoken and written English

Excellent command of spoken and written Mandarin

Strong analytical mindset

Advanced Excel skills

Proficiency in SQL/Python

Education

Bachelor's degree or higher

Job description

Who We Are:

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

What You'll be Doing:

As a key member of the WFM team, the WFM Associate is responsible for core workforce functions including workload forecasting, headcount planning, capacity planning, scheduling, and reporting. This role ensures the optimal allocation of workforce resources through data-driven approaches to support service level achievement, operational efficiency, and cost control.

You’re expected to well verse of the following functions and be capable of producing the necessary work files and analysis:

• Forecasting
  Analyze historical data and business trends to generate short-term and long-term forecasts across different contact channels (calls, tickets, chats, etc.). Continuously refine forecasting assumptions and models.
• Capacity Planning
  Convert demand forecasts into actionable headcount and capacity plans, collaborating with HR and Ops to ensure workforce readiness.
• Schedule Planning
  Build optimized, compliant shift plans while managing leaves and activities to ensure smooth daily operations.
• Real Time Management
  Monitor live operational metrics such as online headcount, queue status, and SLA performance; proactively coordinate resources to handle unexpected situations and ensure service levels balanced.
• Reporting & Analysis
  Prepare regular performance reports and monitor key metrics (e.g., attendance, occupancy, SLA). Identify trends and risks, provide insights for decisions, and support KPI documentation for operations.

What We Look For in You:

1. A Bachelor's degree or higher is preferred; however, candidates without a degree are also encouraged to apply.
2. Excellent command of spoken and written English and Mandarin as the role requires to deal with China Mandarin speaking counterparts.
3. Minimum 2 years of on-site management experience in a self-managed, large-scale customer service center (500+ agents). Solid understanding of contact center KPIs such as AHT, SLA, Occupancy, and Shrinkage, and familiarity with operational characteristics of call centers.
4. Strong analytical mindset with a keen attention to data. Able to collect, organize, and analyze operational data to improve products and on-site strategies in a timely manner. Advanced Excel skills required; proficiency in SQL/ Python is a plus.
5. Proactive, detail-oriented, and patient with strong communication and coordination skills. Able to perform under pressure with a high sense of responsibility, execution capability, and team spirit.
6. Willing to take turns on duty between 8am to 5pm and 4pm to 1am (with 2 off days per week) to support the business success in long term.
7. Willing to work in Tun Razak Exchange, walking distance to MRT TRX.

Benefits & Perks:

• Competitive remuneration package (Base Salary, Shift Allowance)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 3,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
• Employee engagement, recognition and appreciation program
• Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations