WFM Manager - KL

Teleperformance USA; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in BPO services is seeking a Workforce Management professional to oversee staffing forecasts and optimize resource allocation. The successful candidate will have a Bachelor's degree and proven experience in workforce management, demonstrating strong analytical and leadership skills. This role involves collaborating with operations teams, implementing strategies for staffing efficiency, and mentoring team members to achieve high performance.

Qualifications

• Proven experience in workforce management within a BPO environment.
• Strong analytical and problem-solving skills.
• Excellent communication and leadership abilities.

Responsibilities

• Develop accurate volume and staffing forecasts based on historical data and industry trends.
• Create and manage employee schedules to meet client service level agreements (SLAs).
• Monitor and analyze real-time performance data to make immediate adjustments.

Skills

Analytical skills

Problem-solving skills

Communication

Leadership

Education

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

Tools

Workforce management tools and software

Job description

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Responsibilities:

• Develop accurate volume and staffing forecasts based on historical data and industry trends.
• Collaborate with operations teams to understand client requirements and ensure optimal resource allocation.
• Create and manage employee schedules to meet client service level agreements (SLAs).
• Implement scheduling strategies to optimize staffing levels and maximize productivity.
• Monitor and analyze real-time performance data to make immediate adjustments to staffing levels.
• Implement contingency plans to address unforeseen challenges and ensure uninterrupted service delivery.
• Generate and analyze workforce performance reports to identify trends and areas for improvement.
• Provide regular updates to leadership on key performance indicators (KPIs) and recommend strategies for enhancement.
• Lead and mentor a team of WFM professionals, fostering a culture of collaboration and continuous improvement.
• Conduct regular performance reviews and provide training to enhance team skills.
• Utilize workforce management tools effectively to streamline processes and enhance forecasting accuracy.
• Stay abreast of industry trends and technological advancements in WFM systems.

Requirements:

• Bachelor's degree in Business, Operations Management, or related field.
• Proven experience in workforce management within a BPO environment.
• Strong analytical and problem-solving skills.
• Proficiency in workforce management tools and software.
• Excellent communication and leadership abilities.