WFM Supervisor - KL

Teleperformance; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

Teleperformance Malaysia is seeking a Workforce Management Specialist to design and optimize inbound and outbound contact strategies. You will forecast call volumes, staff levels, and performance metrics, ensuring systems like Nice, IEX, Aspect, Verint, Genesys and AVAYA run smoothly.

You will analyze real-time call center metrics, prepare staff attendance reports, and collaborate with leadership to drive continuous improvements in service levels and operational efficiency.

Qualifications

• Bachelor's degree in any field is required.
• 1-3 years of related experience in contact center or workforce management.
• Proficiency with the listed software (Nice, IEX, Aspect, Verint, Genesys, AVAYA).
• Fluent in English; Bahasa Malaysia and Mandarin are preferred.
• Willing to work in Penang or Kuala Lumpur.

Responsibilities

• Develop and implement inbound/outbound contact strategies.
• Forecast call volume, staffing, AHT, adherence, and shrinkage to optimize performance.
• Manage Workforce System (IEX) implementation and usage.
• Perform root cause analysis on performance issues and report findings to leadership.
• Troubleshoot routing and system issues with cross-functional teams.
• Provide real-time KPI monitoring and escalation as needed.
• Generate reports on attendance and KPI metrics; support scheduling and payroll alignment.
• Collaborate with Operations and HR to optimize the workforce.

Skills

Forecasting

Staffing optimization

WFM analytics

Communication

Presentation skills

Education

Bachelor's degree in any field

Tools

Nice

IEX

Aspect

Verint

Genesys

AVAYA

Power BI

Job description

Overview

Job Summary:

• Develop and implement Customer Service inbound and outbound contact strategies. Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed. Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.).
• Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX)
• Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and WFM.
• Troubleshoot call routing application and system related issues with team members and partners, and provide timely resolution
• Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy
• Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalates issues accordingly
• Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.).

Qualifications

Requirements:

• Candidate must possess at least aBachelor's Degree, any field.
• At least1-3 years of working experiencein the related field is required for this position.
• Full-Timepositions available
• Proficient with theabove related software
• Required language(s):English
• Preferred language(s): Bahasa Malaysia, Mandarin
• Applicants must be willing towork in Penang / Kuala Lumpur.

Responsibilities

Responsibilities:

• Manages changes to scheduling to ensure adequate daily resource coverage.
• Prepares reports on staff attendance & proces related KPI reporting, preferred Power BI knowledge
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Communicate with management and operations team to ensure compliance with company standards.
• Maintain running report of attendance incidents.
• Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
• Processes schedule trade requests for posted schedules
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provides analytical support for special projects.
• Collaborate with fulfilment Operations Department Management on identifying opportunities to further optimize our workforce.
• Communicates and works with staff members, management, Human Resources, and Accounting.