Team Lead -MIS -WFM

Two95 International Inc.; Kuala Lumpur; On-site; MYR 144,000 - 210,000; Full time

Job summary

Two95 International Inc. in Kuala Lumpur is seeking a WFM/MIS lead with 4+ years in the BPO industry to own planning, scheduling, forecasting and real-time MIS delivery for the account.

The role demands strong analytical abilities, hands-on Excel and SQL/VBA skills, and proven team management. You will develop dashboards, ensure SLA adherence, and proactively identify revenue opportunities while maintaining data integrity.

Qualifications

• 4+ years experience in the BPO industry.
• At least 1 year experience in team management.
• Strong analytical skills.
• Knowledge of WFM – planning, scheduling, forecasting, and reporting.
• Exposure to Aspect/IEX/BP WFM tools.
• Knowledge of Avaya CMS.
• Excellent Excel skills and report creation ability.
• Good communication with senior leadership and customers.

Responsibilities

• Own MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real Time Management.
• Accurate and timely reporting.
• Client management – internal and external.
• Generate dashboards, reports, and ad-hoc analyses from data.
• Meet client requirements within TAT and with accuracy.
• Identify revenue enhancement opportunities within the business.
• Handle high level data analysis and data.
• Ensure SLA compliance related to MIS metrics.

Skills

Team management

Analytical skills

Excel skills

Data analysis

WFM knowledge

Communication skills

Problem solving

Tools

VBA

MS Access

SQL

Aspect/IEX/BP WFM

Job description

Reporting

Scheduling

Forecasting

Planning

• Overall experience of 4+ Years in the BPO Industry.
• At least 1 year experience in Team Management
• Analysis – Strong Analytical skills
• Should be able to handle & achieve the departmental requirements
• Knowledge of VBA, MS Access, SQL (preferable)
• Maintain data integrity
• Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis
• Should be open to change, Multi-tasking skills
• Team management
• Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real Time Management
• Accurate and Timely reporting
• Client Management – Internal and External
• Ability to work on data and generate various types dashboards, reports/ad-hoc reports
• Meeting client requirements within TAT and with accuracy
• Ability to handle high level data analysis and data
• Ensure All SLA’s related to business in terms of MIS like Service Level, Abn % etc are met consistently
• Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue
• Should look at revenue enhancement opportunities within the Business
• Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue

Applicant’s Specifications:

• Should have basic knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting.
• Should have exposure to Aspect/IEX/BP standard WFM tools
• Should be sound in his knowledge of Avaya CMS
• Good communication skills (Role requires interaction with Sr. Leadership and customers)
• Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
• Should be able to think on the feet to make decisions related to steps which would impact business