WFM MIS Lead: Forecasting, Scheduling & Analytics

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

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.