WFM Assistant Manager

About the Role

We are looking for an experienced Workforce Management (WFM) Assistant Manager to independently manage the end-to-end WFM function for a standalone contact center program. This role is ideal for someone with strong expertise in forecasting, capacity planning, scheduling, reporting, and stakeholder management within a fast-paced BPO environment.

This position is open for our site in Penang, Petaling Jaya and Johor Bahru.

Key Responsibilities

• Manage end-to-end Workforce Management activities, including forecasting, capacity planning, scheduling, and real-time management.
• Develop headcount plans and staffing models to support business growth and operational requirements.
• Analyze workforce performance and recommend strategies to improve service levels, productivity, and cost efficiency.
• Prepare and present WFM reports and business reviews to internal stakeholders and clients.
• Collaborate closely with Operations, Recruitment, Training, and Client Services to ensure workforce readiness.
• Drive continuous improvements through data analysis, process optimization, and automation.

Requirements

• Minimum 5–8 years of Workforce Management experience in a contact center or BPO environment.
• Proven experience managing workforce planning for programs with 250+ FTE or multi-channel operations (Voice, Chat, Email, Back Office).
• Strong knowledge of forecasting, capacity planning, scheduling, and Erlang calculations.
• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP/INDEX-MATCH, and data analysis.
• Experience handling client governance meetings such as WBRs and MBRs is an added advantage.
• Excellent analytical, communication, and stakeholder management skills.

The ideal candidate should have hands-on experience in:

• Workforce Scheduling (not just Real-Time Management)
• Capacity Planning and Headcount (HC) calculations
• Creating schedule plotters and schedule optimization
• WFM reporting and performance analysis
• Forecasting (preferred)

Only shortlisted candidates will be contacted.