Senior Workforce Management

At Daythree Business Services, Workforce Management ensures the right people are available at the right time to meet customer demand, service-level commitments and operational requirements. We are looking for an experienced Senior Workforce Management Analyst to manage forecasting, capacity planning, scheduling, intraday performance and WFM reporting. The role will work closely with Operations and management to provide clear workforce insights and practical recommendations.

Role Description

• Develop workload and AHT forecasts using historical trends, seasonality and business inputs.

• Translate forecasts into staffing and capacity requirements, including shrinkage, leave and hiring needs.

• Build and maintain efficient schedules and interval coverage based on demand, operating hours and labour requirements.

• Coordinate schedule review and approval with Operations before publication.

• Monitor intraday performance, staffing and schedule adherence, and recommend real-time actions to protect service levels.

• Analyse key WFM and contact centre metrics including Service Level, AHT, ASA, abandonment, occupancy, shrinkage, attendance and adherence.

• Conduct root-cause analysis on forecast, staffing and performance gaps and provide actionable recommendations. • Perform scenario planning for hiring, overtime, redeployment, shift changes and changes in workload or operating hours.

• Produce daily, weekly and monthly WFM reports, insights and management updates.

• Work with Operations, HR, Talent Acquisition and Training on workforce plans, hiring, training and staffing movements.

• Identify opportunities to improve or automate WFM processes, reporting and planning.

Qualifications

• Minimum 3 years of Workforce Management experience in a contact centre or customer service environment.

• Strong end-to-end knowledge of forecasting, capacity planning, scheduling, intraday / RTA and WFM reporting.

• Strong understanding of contact centre KPIs including Service Level, AHT, ASA, abandonment, occupancy, shrinkage, attendance and adherence.

• Experience translating workload forecasts into staffing requirements and schedules.

• Strong analytical, root-cause analysis and problem-solving skills with the ability to recommend operational actions.

• Advanced Microsoft Excel skills for workforce analysis, modelling and reporting.

• Experience using Workforce Management or scheduling systems.

• Strong stakeholder management and communication skills, with the ability to present workforce findings to management.

• Effective Business English and Malay and the ability to manage multiple priorities and deadlines.