WFM Manager - KL

Teleperformance; Kuala Lumpur; On-site; MYR 120,000 - 190,000; Full time

Job summary

Teleperformance in Malaysia is seeking an experienced Workforce Management (WFM) Manager to lead large-scale workforce planning, forecasting, capacity management, and real-time operations across multiple sites, particularly for large Social Media clients.

The role requires leading WFM teams (40+), developing capacity and concurrency models for 2,000+ multi-site operations, and driving data-driven improvements in service levels, cost efficiency, and stakeholder alignment across Operations and

Qualifications

• Bachelor's degree or equivalent experience in Business/Operations Management.
• Strong expertise in workforce forecasting, capacity planning, scheduling, and real-time management.
• Excellent analytical, leadership, problem-solving, and stakeholder management skills.
• Proficiency in WFM systems, Excel, and reporting tools.
• Must be able to report on site Gtower.

Responsibilities

• Lead and manage WFM teams, ensuring operational efficiency and workforce productivity.
• Oversee forecasting, capacity planning, scheduling, and resource allocation across multiple sites.
• Develop and optimize capacity and concurrency models to address volatile demand and changing client requirements.
• Monitor service levels, staffing, schedule adherence, productivity, and workforce utilization.
• Drive data-driven decisions, process improvements, and cost optimization.
• Collaborate with Operations, clients, and senior stakeholders to align workforce strategies with business objectives.

Skills

WFM systems

Forecasting

Capacity planning

Scheduling

Real-time management

Analytical

Leadership

Stakeholder management

Education

Bachelor's degree in Business, Operations Management, or a related field

Tools

Excel

Reporting tools

Job description

Overview

We are seeking an experienced Workforce Management (WFM) Manager to lead large-scale workforce planning, forecasting, capacity management, and real-time operations across multiple sites, particularly for large Social Media clients.

Qualifications

• Bachelor's degree in Business, Operations Management, or a related field; equivalent experience may be considered.

• Strong expertise in workforce forecasting, capacity planning, scheduling, and real-time management.

• Excellent analytical, leadership, problem-solving, and stakeholder management skills.

• Proficiency in WFM systems, Excel, and reporting tools.

• Must be able to report on site Gtower

Responsibilities

• Lead and manage WFM teams, ensuring operational efficiency and workforce productivity.

• Oversee forecasting, capacity planning, scheduling, and resource allocation across multiple sites.

• Develop and optimize capacity and concurrency models to address volatile demand and changing client requirements.

• Monitor service levels, staffing, schedule adherence, productivity, and workforce utilization.

• Drive data-driven decisions, process improvements, and cost optimization.

• Collaborate with Operations, clients, and senior stakeholders to align workforce strategies with business objectives.

Mandatory Requirements

• WFM Team Leadership: Proven experience managing a large WFM team of 40+ personnel.

• Social Media Capacity Modeling: Hands-on expertise in volatile capacity planning and concurrency modeling for large Social Media clients operating at a 2,000+ multi-site scale