Role Overview:
The lead is responsible for leading demand forecasting and capacity planning to ensure optimal staffing strategies that support service level targets across all channels.
This role supervises the WFM analyst team, governs the forecasting methodology, and oversees workforce planning deliverables, enabling the WFM Manager to focus on strategic initiatives, stakeholder management, and long-term workforce optimization.
Job Responsibilities:
Forecasting & Capacity Planning
- Lead the development and governance of short-term and mid-term demand forecasts across all service channels (calls, email, chat, etc.).
- Translate forecasted demand into FTE requirements using workforce planning methodologies.
- Develop capacity planning models to determine staffing requirements, resource allocation, and service level feasibility.
- Support annual headcount planning, manpower budgeting, and hiring projections in collaboration with Operations and HR.
- Ensure forecast assumptions, methodology, and planning parameters are consistently applied and documented.
Scheduling Governance & Resource Optimization
- Oversee workforce scheduling frameworks to ensure coverage aligns with forecasted demand and capacity plans.
- Ensure scheduling strategies are aligned with staffing plans, shrinkage assumptions, and operational constraints.
- Guide analysts in implementing strategies to optimise service-level performance and workforce utilization.
- Monitor staffing allocation across functions and channels to support cross-function resource optimisation when required.
WFM Team Leadership
- Supervise and guide WFM analysts responsible for forecasting support, scheduling execution, and reporting.
- Review analysts outputs, including forecast models, staffing plans, and operational reports.
- Establish structured workflows, ownership, and deliverable timelines within the WFM team.
- Provide coaching to develop analytical and workforce planning capabilities across the team.
WFM Performance Monitoring & Reporting
- Monitor key workforce planning metrics such as Service Level, Forecast Accuracy, Shrinkage, Occupancy, and Staffing Utilization.
- Provide structured insights and analysis to support operational decision-making.
- Maintain reporting frameworks and dashboards (Excel / Power BI) to ensure visibility of workforce performance.
Requirements & Qualifications
- 6-8 years of experience in Workforce Management, Capacity Planning, or Contact Center Operations.
- Minimum 2 years of team leadership or supervisory experience in WFM or operations analytics.
- Strong understanding of contact center forecasting methodologies and capacity planning models.
- Advanced skills in Excel, data analysis, and reporting tools (e.g., Power BI), with working knowledge of DAX and SQL.
- Strong analytical thinking and attention to detail.
- 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.
- Open to Malaysians only
Competencies
- Strong analytical thinking and structured problem-solving ability.
- Ability to translate operational data into workforce planning decisions.
- Strong stakeholder management and communication skills.
- Leadership capability to manage analyst teams and drive operational discipline.
