Workforce Management Manager

Quintus Search; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading recruitment company is seeking a Workforce Management Manager in Kuala Lumpur to oversee daily operations, lead a team, and ensure compliance with standards. The ideal candidate will have 10 years of experience, including 4 years in workforce management, strong analytical skills, and excellent communication abilities. This role emphasizes stakeholder collaboration and continuous improvement to enhance service delivery.

Qualifications

• Approximately 10 years of experience, with about 4 years in workforce management.
• Skilled in preparing and presenting team KPIs, productivity metrics, and project updates.
• Solid team management experience, with prior experience managing a team of 15-20 members.

Responsibilities

• Manage daily Workforce Management (WFM) activities to meet quality standards.
• Develop and maintain rosters to align with client operational needs.
• Oversee team resourcing, engagement, training, and skill-building.

Skills

Team Leadership

Data Analysis

Customer Service Expertise

Analytical Skills

Interpersonal Skills

Education

Bachelor's Degree in Human Resources or related fields

Job description

About the job Workforce Management Manager

Job Scope:

• Daily Operations Oversight: Manage daily Workforce Management (WFM) activities to ensure operations meet quality standards, service levels, and customer expectations.
• Team Leadership: Lead and manage the WFM team, ensuring smooth operations and achievement of SLAs and KPIs.
• Roster Management: Develop and maintain rosters that align with client operational needs, coordinating with clients and account managers.
• Compliance Assurance: Ensure all WFM practices adhere to industrial and legislative requirements.
• Data Analysis: Analyze data and trends to improve resource reliability and performance reporting.
• Issue Resolution: Investigate WFM-related complaints and collaborate with account and operations managers to enhance processes and service quality.
• Team Resourcing & Development: Oversee team resourcing, engagement, training, and skill-building to align with operational needs.
• Stakeholder Collaboration: Build strong relationships with stakeholders, customers, account managers, and the sales team to enhance service delivery.
• Continuous Improvement: Identify and implement process improvements, updating SOPs and policies to optimize operations and achieve key performance goals.
• Service Review Leadership: Lead service review meetings to resolve issues, strengthen relationships, and drive operational enhancements.

Requirements:

• Bachelor's Degree in Human Resources or related fields.
• Approximately 10 years of experience, with about 4 years in workforce management.
• Skilled in preparing and presenting team KPIs, productivity metrics, and project updates.
• Proven ability to set and achieve team goals and objectives.
• Strong customer service expertise and familiarity with process flows, policies, and procedures.
• Excellent communication and interpersonal skills with a collaborative mindset.
• Strong analytical and problem-solving abilities.
• Solid team management experience, with prior experience managing a team of 15-20 members.