Workforce Management (WFM) Manager

TP; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

TP is seeking an experienced Workforce Management (WFM) Manager to oversee forecasting, scheduling, and real-time operations in a high-paced environment. This role focuses on maintaining optimal staffing levels and achieving service targets across business units.

The successful candidate will demonstrate strategic thinking, strong analytical abilities, and proven leadership in WFM. On-site work is required at facilities in Kuala Lumpur and surrounding areas, with immediate joiners preferred.

Qualifications

• Bachelors in Business Administration, Statistics, Mathematics or related field preferred.
• Proven experience in Workforce Management within a contact centre or BPO environment.
• Experience leading a WFM team.
• Strong knowledge of forecasting, capacity planning, scheduling, and real-time management.
• Proficiency in WFM tools, reporting systems and Microsoft Excel.
• Strong analytical, problem-solving and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Willing to work onsite at G-Tower, Kuala Lumpur, or KCP, Petaling Jaya.
• Immediate joiners are strongly preferred.

Responsibilities

• Lead workforce management functions, including forecasting, capacity planning, scheduling and real-time management.
• Develop accurate short-term and long-term staffing forecasts based on business demand and operational requirements.
• Monitor real-time performance, service levels, occupancy, adherence and staffing levels.
• Optimize workforce schedules to ensure adequate coverage and efficiency.
• Analyze workforce data, identify trends and recommend improvements to productivity.
• Collaborate with Operations, Recruitment, Training and other stakeholders to align staffing needs.
• Prepare and present workforce reports, dashboards and insights to management.
• Establish and monitor WFM KPIs aligned with SLAs and business goals.
• Lead, coach and develop the WFM team to meet targets.
• Drive continuous improvement initiatives and implement WFM strategies.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Leadership

Analytical skills

Stakeholder management

Communication

Education

Bachelor's degree in Business Administration/Statistics/Mathematics or related field

Tools

Microsoft Excel

Workforce management tools

Reporting systems

Job description

Employment Type: Full-Time

Availability: Immediate Joiner Preferred

Job Summary

We are looking for an experienced and results-driven Workforce Management (WFM) Manager to oversee workforce planning, forecasting, scheduling, and real-time operations. The successful candidate will ensure optimal staffing levels, operational efficiency, and achievement of service-level targets across business operations.

This role is suitable for a strategic thinker with strong analytical skills, leadership experience, and the ability to work in a fast-paced environment.

Key Responsibilities

• Lead workforce management functions, including forecasting, capacity planning, scheduling, and real-time management.
• Develop accurate short-term and long-term staffing forecasts based on business demand and operational requirements.
• Monitor real-time performance, service levels, occupancy, adherence, and staffing levels.
• Optimize workforce schedules to ensure adequate coverage and operational efficiency.
• Analyze workforce data, identify trends, and recommend improvements to productivity and resource utilization.
• Collaborate with Operations, Recruitment, Training, and other stakeholders to align staffing requirements with business needs.
• Prepare and present workforce reports, dashboards, and performance insights to management.
• Establish and monitor WFM KPIs, ensuring alignment with service-level agreements (SLAs) and business objectives.
• Lead, coach, and develop the WFM team to achieve operational targets.
• Drive continuous improvement initiatives and implement effective workforce management strategies.

Job Requirements

• Bachelor's degree in Business Administration, Statistics, Mathematics, or a related field is preferred.
• Proven experience in Workforce Management within a contact centre or BPO environment.
• Previous experience managing or leading a WFM team.
• Strong knowledge of forecasting, capacity planning, scheduling, and real-time management.
• Proficiency in workforce management tools, reporting systems, and Microsoft Excel.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Willing to work onsite at G-Tower, Kuala Lumpur, or KCP, Petaling Jaya.
• Immediate joiners are strongly preferred.