Workforce Management Role

GoKardz Technologies; Shah Alam; On-site; MYR 60,933 - 72,986; Full time

Job summary

GoKardz Technologies in Shah Alam is seeking a Workforce Management professional to design scheduling and capacity planning processes. You will lead a Resource Planning team while optimizing hiring plans and staffing insights to enhance operational capacity and performance.

This role requires a minimum of 5 years of Workforce Management experience, along with strong communication skills and a proactive approach to strategic initiatives. The role can have physical or virtual interview modes.

Qualifications

• Minimum 5 years of experience in Workforce Management.
• At least 2 years in the outsourcing industry.
• Strong understanding of WFM principles in complex environments.
• Excellent verbal and written communication in English.
• Prior supervisory experience.
• Experience with SQL, Python, R, and Power BI is an added advantage.

Responsibilities

• Design and implement scheduling and capacity planning for projects.
• Build and lead a Resource Planning team.
• Forecast customer volume across various channels.
• Analyze volume drivers to identify improvement opportunities.
• Support contact center operations with staffing insights.
• Collaborate with business teams to expand WFM support.

Skills

Workforce Management principles

Project management

Multitasking

SQL

Python

R

Power BI

Business English communication

Interpersonal skills

Tools

WFM systems

Microsoft Office

Job description

New Job Order: Workforce Management Role

• Working Hours: 9:00 AM – 6:00 PM
• Salary: Up to RM6,000
• Interview mode: Virtual or Physical onsite
• Assessment: WFM Assessment only onsite

Roles & Responsibilities

• Design and implement scheduling and capacity planning to support multiple projects.
• Build, develop, and lead a responsive Resource Planning team to meet performance standards and deliver on critical staff planning activities, including:
  1. Daily volume forecasting and staff scheduling
  2. Weekly scheduling adjustments (e.g., OT plans)
  3. Monthly forecasting
  4. Performance measurement
• Develop and manage capacity planning tools to forecast customer volume accurately across various channels (hourly, daily, monthly).
• Translate forecasts into hiring plans and staff schedules, optimizing placement to match volume patterns.
• Analyze volume drivers and root causes to identify opportunities for event avoidance and contact reduction.
• Support contact center operations through forecasting and staffing insights (e.g., seat capacity, workstations, hardware needs).
• Set and communicate clear goals, objectives, and performance standards across teams.
• Regularly review WFM procedures to ensure alignment with guidelines and client needs.
• Participate in special projects and perform other assigned duties.
• Recommend and implement process improvements for optimal performance in contact center operations.
• Provide ongoing risk assessments and corrective/preventive actions.
• Manage internal communication between WFM and stakeholders.
• Collaborate with business verticals to expand WFM support.
• Lead strategic WFM initiatives and propose new capabilities to Executive Leadership.
• Drive cost reduction, service level improvement, and customer satisfaction.

Job Requirements

• Minimum 5 years of experience in Workforce Management.
• At least 2 years in the outsourcing industry.
• Strong understanding of WFM principles with proven experience in strategic workforce planning in complex environments.
• Excellent verbal and written communication in Business English.
• Prior supervisory experience and familiarity with WFM systems, COPC methodology, and Microsoft Office.
• Strong project management and multitasking skills.
• Ability to work in a fast‑paced, dynamic environment with strong attention to detail.
• Strong interpersonal skills, with the ability to collaborate across diverse teams and cultures.
• Experience with SQL, Python, R, and Power BI is an added advantage.