Sr. Supervisor, WFM |1 Position | Cyberjaya

Webhelp Enterprise; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading business process outsourcing company in Cyberjaya is looking for a Sr. Supervisor, WFM. The role involves managing WFM personnel, analyzing financial and operational metrics, and preparing comprehensive performance reports. Candidates should have strong analytical skills and experience in workforce management. The position offers a full-time commitment and requires proficiency in English.

Qualifications

• Experience in WFM personnel management.
• Strong analytical skills for data reporting and trend analysis.
• Ability to prepare presentations and communicate effectively with stakeholders.

Responsibilities

• Manage WFM personnel for efficient operations.
• Prepare and publish performance reports regularly.
• Analyze historical performance statistics to improve operations.

Skills

Managing WFM Personnel

Planning & Scheduling

Data Analysis

Job description

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Job Title

Sr. Supervisor, WFM |1 Position | Cyberjaya

Job Description

• Managing WFM Personnel
• Planning & Scheduling
• Manpower Planning, Scheduling, Transitioning new logos
• Preparing and publishing WBRs, MBRs, QBRs
• Preparing PPTs and presentations
• Running scenarios and simulations basis requirement
• Data reporting to other departments like Finance , IT Operations etc.
• Recognize and recommend operational and support improvements for the enterprise
• Administration of communication to and from Operations and other support departments.
• Collect, analyze and report historical center performance statistics.
• Understanding of Workload and HC calculations
• Perform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets
• Provide end to end analysis of financial assessment on weekly basis rolling up to the month
• Create accruals for revenues that may have been possibly earned but are not yet recorded in the account
• Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis
• Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle
• Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue
• Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making
• Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business
  
  

Location:

MYS Cyberjaya

Language Requirements

English

Time Type

Full time

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