Workforce Planning & Resources Optimization Analyst (WFM)

Shangri-La Shared Services Sdn. Bhd.; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Benefits offered by this job

Complimentary hotel stays worldwide

5-day work week

Performance-based bonuses

Paid training programs

Medical insurance and SOCSO/EPF/EIS

Annual health screening

Job summary

Shangri-La Group in Malaysia is seeking a Workforce Planning & Resources Optimization Analyst (WFM) to develop and maintain workforce reporting, Power BI dashboards, and operational analytics to enable data-driven decisions in our Contact Centre.

You will support demand forecasting, staffing analysis, capacity planning, and schedule optimization, collaborating with WFM, Operations, HR, IT and business stakeholders to deliver accurate insights and recommended actions.

Qualifications

• 2–4 years of data analysis and reporting experience.
• Experience with Power BI, SQL reporting, and advanced Excel analysis.
• Exposure to operational reporting and dashboard development.
• Strong analytical and data interpretation skills.
• Ability to translate data into actionable workforce insights.
• Effective communication and collaboration in a team.
• Willingness to learn workforce planning and capacity modelling.
• Comfortable with shift work in 24/7 operations.

Responsibilities

• Develop, maintain, and enhance Power BI dashboards and Excel reports.
• Produce daily, weekly, and monthly workforce performance dashboards.
• Validate data and ensure reporting accuracy across sources.
• Analyze workforce trends and provide actionable insights to management.
• Automate reporting processes and improve efficiency with Power BI and Excel.
• Support ad-hoc reporting and business analysis requests.
• Collaborate with WFM and Operations to improve visibility of performance.

Skills

Data analysis

Analytical thinking

Communication skills

Tools

Power BI

SQL reporting

Excel (Advanced)

DAX

Job description

Workforce Planning & Resources Optimization Analyst (WFM)

Do you want to be part of a business that creates colourful joys of life and happy memories? Imagine complimentary stays at 5-star properties globally!

Are you keen to be part of a dynamic Proprietary Global Contact Centre servicing its own Customers? If you are looking for a career and not just a job, at Shangri-La, we make that HAPPEN!

Job Purpose

The WFM Analyst, Reporting & Workforce Planning is responsible for developing and maintaining workforce reporting, Power BI dashboards, and operational analytics to support data-driven decision making across the Contact Centre.

This role also supports workforce planning activities including demand forecasting, staffing analysis, capacity planning, and schedule optimization to ensure the organization achieves service level targets while maintaining operational efficiency.

The analyst will work closely with Workforce Management, Operations, HR, IT, and Business stakeholders to deliver accurate reporting, actionable insights, and workforce planning recommendations.

1. Reporting & Workforce Analytics

• Develop, maintain, and enhance Power BI dashboards and automated Excel reports.
• Produce daily, weekly, and monthly workforce reports and operational performance dashboards.
• Perform data validation and ensure reporting accuracy across multiple data sources.
• Analyze workforce performance, identify trends, and provide actionable insights to management.
• Automate reporting processes and continuously improve reporting efficiency using Power BI, Power Query, DAX, and Excel.
• Support ad-hoc reporting and business analysis requests.

2. Workforce Data Governance & Process Improvement

• Analyze occupancy, shrinkage, productivity, and staffing utilization to recommend workforce optimization strategies.
• Maintain workforce data accuracy across reporting systems and operational datasets.
• Support continuous improvement of workforce reporting structures, data models, and dashboards.
• Collaborate with WFM and Operations teams to enhance visibility of operational performance and workforce insights.

Requirements & Qualifications

1. Experience

• 2–4 years of experience in data analysis and reporting
• Experience working with Power BI, SQL reporting, and advanced Excel analysis.
• Exposure to operational reporting, dashboard development, or performance analytics.
• Basic understanding of contact center metrics is advantageous.
• Strong analytical and data interpretation skills.
• Ability to translate operational data into meaningful workforce insights.
• Good problem-solving and structured thinking capability.
• Ability to work with multiple datasets and develop automated reporting solutions.
• Willingness to develop expertise in workforce planning and capacity modelling.
• Good communication skills and ability to work collaboratively in a team setting.
• Self-motivated and eager to learn new tools and techniques.
• Able to manage multiple tasks and deadlines independently.
• Comfortable working with large data sets and resolving data inconsistencies.
• Willing to work in a shift environment (24/7 operations)
• Open to Malaysians only

We offer the following benefits:

• A complimentary stay at any of our hotels worldwide (T&C Apply)
• 5-day work week (shift-based)
• Discretionary performance-based bonuses and incentives.
• Paid training programs and opportunities for career development.
• Comprehensive coverage includes SOCSO, EPF, EIS, and medical insurance.
• Annual preventive health screening

At Shangri-La Group, joy is more than a feeling – it is a way of life. Since 1971, our people have brought the care and human touch of Asian hospitality across the globe, creating heartfelt connections and unforgettable experiences.

We believe joy is personal yet universal, found in every smile, every moment shared, and every experience elevated through our Asian art of hosting. Guided by our values and culture, we invite you to discover your purpose, grow with us, and find your Shangri-La in Shangri-La.

At Shangri-La Group, joy is more than a feeling – it is a way of life. Since 1971, our people have brought the care and human touch of Asian hospitality across the globe, creating heartfelt connections and unforgettable experiences.

We believe joy is personal yet universal, found in every smile, every moment shared, and every experience elevated through our Asian art of hosting. Guided by our values and culture, we invite you to discover your purpose, grow with us, and find your Shangri-La in Shangri-La.