WFM Manager - KL

Teleperformance; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Teleperformance is seeking a Workforce Management Lead in Malaysia to develop forecasts, manage schedules, and optimize staffing for client SLAs. You will collaborate with operations, lead a WFM team, and drive continuous improvement with data-driven insights.

The role requires strong analytical skills, proven BPO WFM experience, and excellent leadership and communication abilities to enhance service delivery and productivity.

Qualifications

• 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.

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.

Skills

Workforce management

Forecasting

Real-time optimization

Leadership

Analytical thinking

Problem solving

Communication

Education

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

Tools

Workforce management tools

Job description

Qualifications

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.

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.