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Job Title

Sr. Supervisor, WFM |1 Position | Cyberjaya

Job Description

• Managing WFM Personnel
• Planning & Scheduling
• Manpower Planning, Scheduling, Transitioning new logos
• Preparing and publishing WBRs, MBRs, QBRs
• Preparing PPTs and presentations
• Running scenarios and simulations basis requirement
• Data reporting to other departments like Finance , IT Operations etc.
• Recognize and recommend operational and support improvements for the enterprise
• Administration of communication to and from Operations and other support departments.
• Collect, analyze and report historical center performance statistics.
• Understanding of Workload and HC calculations
• Perform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets
• Provide end to end analysis of financial assessment on weekly basis rolling up to the month
• Create accruals for revenues that may have been possibly earned but are not yet recorded in the account
• Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis
• Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle
• Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue
• Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making
• Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business