WFM Lead - Night Shift (BPO)

A. Position Overview

As the WFM Lead, you will be responsible for managing day-to-day workforce planning and real-time operations across assigned projects within the CCS division. You will support the WFM Head in executing strategic initiatives, ensuring operational alignment, and driving performance through accurate forecasting, scheduling, and monitoring. This role requires close collaboration with internal stakeholders and project PICs to maintain optimal resource allocation, meet service level targets, and ensure consistent productivity. The ideal candidate brings strong analytical capabilities, system knowledge, and hands-on experience in workforce management within contact centre environments.

Other Details

Intake Date ASAP

Location Menara Shell

Salary RM 6000 - RM 7500 (Total Fixed Package) + Night Shift Allowance

B. Key Responsibilities

1. Forecasting & Capacity Planning

• Analyze historical data and trends to forecast volume and staffing requirements. • Assist in capacity planning to support business growth and ensure adequate workforce coverage.

2. Scheduling & Resource Allocation

• Develop and manage agent schedules in alignment with forecasted demand, service levels, and business constraints. • Coordinate shift bids, schedule changes, and leaves to optimize workforce utilization.

3. Real-Time Monitoring & Performance Management

• Monitor real-time queues and agent adherence; respond promptly to fluctuations in call/chat volumes. • Take corrective action to minimize service level deviations and downtime.

4. Reporting & Data Accuracy

• Maintain accurate workforce data and ensure timely preparation of WFM reports and dashboards. • Support analysis for staffing, shrinkage, occupancy, and adherence performance.

5. Process Compliance & Improvement

• Ensure all workforce processes follow company standards, policies, and WFM best practices.

• Contribute to continuous improvement initiatives by identifying process gaps and proposing

enhancements.

6. Stakeholder Collaboration

• Work closely with Operations, HR, and Project PICs to align workforce strategies with business goals. • Provide timely updates and insights to leadership on operational risks and staffing needs.

7. Support for New Projects & Transitions

• Assist in the workforce planning and system setup for new project launches or transitions.

• Support simulations and workload modeling for proposal and planning purposes.

8. Other Assigned Tasks

• Perform any other WFM-related duties or assignments as required by the Company or WFM Head.

C. Qualifications

• Educational Background: Bachelor's degree or Diploma in Business Administration, Operations Management, Mathematics, or a related field.

• Experience: Minimum 3–5 years of experience in workforce management within a contact centre or customer service environment.

• Skills:

o Hands-on experience with WFM tools (e.g., NICE, Verint, Genesys, Aspect).

o Strong Excel and data management skills; ability to analyze, interpret, and present data clearly. o Knowledge of scheduling, forecasting, and real-time adherence processes.

o Effective communication and coordination skills.

o Ability to work under pressure and adapt to dynamic changes in volume and staffing.

o Knowledge of BI/reporting tools like Power BI, Tableau, or SQL is an added advantage.

D. Working Location

Based at the organization's headquarters with potential travel to other sites as required.