Workforce Analytics & Scheduling Lead

6250 UOB Centre of Excellence (M) Sdn. Bhd; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

6250 UOB Centre of Excellence (M) Sdn. Bhd is seeking a Workforce Management professional in Kuala Lumpur to ensure service levels across programs, manage call volumes, and optimize staffing through data-driven insights.

The role requires 2–3 years of relevant experience, strong Excel skills, and the ability to work in rotating shifts from early morning to late night. The ideal candidate will be proficient in Verint Workforce Management, CMS, and Avaya tools, with meticulous attention to detail

Qualifications

• Recognized Degree or Diploma.
• 2–3 years of relevant experience.
• Ability to work in a fast-paced environment under tight timelines.
• Able to work in shift rotations (earliest 6:00am, latest 12:00am).
• Advanced Microsoft Excel skills; VBA macros knowledge is a plus.
• Excellent analytical and mathematical skills.
• Capable of managing multiple concurrent projects.
• Attention to detail and high accuracy.

Responsibilities

• Manage service levels for various programs and ensure SLAs are met.
• Handle call volume, attendance, and schedule breaks.
• Analyze data to identify under/over performance and recommend actions.
• Create metrics and targets to meet service level performance.
• Generate daily, biweekly and monthly internal reports.
• Run and analyze reports to support staffing decisions.
• Monitor and adjust schedules to maximize resource use.
• Support implementation of service level action plans.
• Update requests, schedules, and respond to escalated issues.

Skills

Analytical skills

Excel proficiency

Attention to detail

Multi-tasking

Education

Degree or Diploma

Tools

Verint Workforce Management

CMS

Avaya tools

Job description

6250 UOB Centre of Excellence (M) Sdn. Bhd is seeking a Workforce Management professional in Kuala Lumpur to ensure service levels across programs, manage call volumes, and optimize staffing through data-driven insights.

The role requires 2–3 years of relevant experience, strong Excel skills, and the ability to work in rotating shifts from early morning to late night. The ideal candidate will be proficient in Verint Workforce Management, CMS, and Avaya tools, with meticulous attention to detail