Qualifications

Requirements:

• Education requirement: SPM/ Diploma/Degree and above.

• Experience in Workforce Management in a call centre/BPO environment will be added advantage

• Strong knowledge of WFM concepts: forecasting, scheduling, real-time management, and reporting.

• Strong analytical and problem-solving skills with attention to detail.

• Excellent communication and interpersonal skills to collaborate with operations and leadership.

• Ability to work under pressure in a fast-paced environment and make quick, data-driven decisions.

Responsibilities

• Key Responsibilities:

  • Develop accurate forecasts for call volumes, staffing requirements, and shrinkage based on historical data and business trends.

  • Create and maintain staffing schedules to ensure adequate coverage across shifts and channels.

  • Conduct real-time monitoring of call queues, agent adherence, and service levels, making adjustments as necessary.

  • Provide daily, weekly, and monthly performance reports on key WFM metrics (e.g., AHT, SLA, occupancy, shrinkage, absenteeism).

  • Partner with Operations, HR, and Training teams to manage capacity planning, headcount requirements, and resource deployment.

  • Ensure schedule compliance and address deviations through effective communication with supervisors and agents.

  • Support business expansion by planning staffing requirements for new projects and client demands.

  • Utilize WFM tools and systems to manage and optimize workforce planning processes.