WFM Lead: Forecasting, Scheduling & Analytics

Startek Malaysia; Johor Bahru; On-site; MYR 120,000 - 180,000; Full time

Job summary

Startek Malaysia is seeking a seasoned Workforce Management Lead to drive forecasting, capacity planning, scheduling, and real-time WFM to support business objectives.

You will analyze service levels, occupancy, adherence, and staffing utilization; build staffing plans, generate dashboards in Power BI, and collaborate with Operations and HR to align workforce strategies; lead and develop the WFM team to deliver operational excellence.

Qualifications

• Bachelor's degree in Business, Statistics, Operations Management, or a related field.
• 3-5 years of experience in Workforce Management in a BPO/Contact Centre.
• Strong knowledge of workforce planning, forecasting methodologies, and scheduling practices.
• Proficiency in WFM tools such as Verint, NICE IEX, Calabrio, Genesys WEM, or similar.
• Advanced Excel and Power BI analytical skills.
• Strong stakeholder management, communication, problem-solving, and leadership skills.

Responsibilities

• Lead workforce forecasting, capacity planning, scheduling, and real-time WFM.
• Analyze performance metrics: service levels, occupancy, shrinkage, adherence, staffing utilization.
• Develop staffing plans and hiring forecasts.
• Generate reports, dashboards, and insights for data-driven decisions.
• Collaborate with Operations, HR, Recruitment, Training, and clients.
• Drive workforce optimization to improve productivity and customer experience.
• Lead, coach, and develop the WFM team.

Skills

Forecasting

Capacity planning

Scheduling

Workforce management

Stakeholder management

Leadership

Power BI

Excel

Education

Bachelor's Degree in Business/Statistics/Operations Management or related field

Tools

Verint

NICE IEX

Calabrio

Genesys WEM

Power BI

Excel

Job description

Startek Malaysia is seeking a seasoned Workforce Management Lead to drive forecasting, capacity planning, scheduling, and real-time WFM to support business objectives.

You will analyze service levels, occupancy, adherence, and staffing utilization; build staffing plans, generate dashboards in Power BI, and collaborate with Operations and HR to align workforce strategies; lead and develop the WFM team to deliver operational excellence.