Workforce Planning & Resources Optimization Analyst (WFM)

Shangri-La Group; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Complimentary hotel stays

5-day work week

Bonuses and incentives

Paid training programs

Medical insurance and SOCSO/EPF

Job summary

Shangri-La Group in Kuala Lumpur invites a WFM Analyst, Reporting & Workforce Planning to drive data-driven decisions for the Contact Centre. You will build and maintain Power BI dashboards, automate reports, and deliver actionable insights to support service level targets.

This role collaborates with WFM, Operations, HR and IT, performing demand forecasting, staffing analysis, capacity planning, and schedule optimization. A strong data mindset and ability to handle large datasets are essential.

Qualifications

• 2–4 years of experience in data analysis and reporting.
• Experience 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 workforce insights.
• 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.
• Willing to work in a shift environment (24/7 operations).
• Open to Malaysians only.

Responsibilities

• 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.
• 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.

Skills

Power BI

SQL reporting

Excel analysis

Data analysis

Workforce planning

Problem solving

Data governance

Communication skills

Team collaboration

Tools

Power BI

SQL

Job description

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.