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Jobs in Malaysia   »   Jobs in Kuala Lumpur   »   Human Resources jobs   »   Workforce Management Leader( Banking industry) Salary up to RM 9K

Workforce Management Leader( Banking industry) Salary up to RM 9K

Kuala Lumpur, Federal Territory of Kuala Lumpur, MY
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Our client is looking someone with experiences in Capacity Planning, Scheduling, RTA & Forecasting.

Job Description:

Call Performance Analysis and Workforce Management
Ensures established key performance indicators are met by closely monitoring call statistics.
Analyses call volume, call trends and call arrival patterns and report on any exceptional deviations.
Administration of setup and utilization of WFM software and ACD reporting.
Collection and analysis and reporting of historical centre / agent performance statistics.
Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks.
Generate long-term and short-term forecasts.

Plan work schedules for Customer Service Departments
Plan & distribute work schedules.
Organize and manage the workload through accurate forecasts, staffing calculations, schedules, real-time monitoring and management reports.
Responsible to continually improve the forecasting and scheduling across all contact channels.
Monitors real-time queue and adherence reports to ensure service level and response time objectives are met and oversee the real-time resource escalation plans.
Development of ad-hoc workload forecasts for all operational areas in the Division to assist in developing staffing plans for projects as well as ongoing development of long term capacity plans to provide accurate workload predictions for annual budgeting and planning.
Human Resources Management
Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.
Work with training and operations to coordinate multi-skill training for existing agents.

To be the RIGHT candidates for this role, you need to have:
Minimum 3 years’ experience with workforce management concepts, including staffing, scheduling and attendance administration; contact centre management experience strongly preferred.
Willing to work in rotating shift basis from 7am until 12am.
Advanced skills in Microsoft Excel and excellent Power Point presentation skills.
Additional advantages if candidate had verint software experiences.

Perks & Benefits

  • Commission and bonus
  • Allowance (travel stipends, transportation, etc.)
  • Central location

Job Location
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Company Overview

ASK was established in 2005 as a consultation and recruitment firm. Over the years, we have grown alongside our clients over the year. At ASK, we believe in building a long-lasting partnership, and our aim is to always support our partners in their business. Actively listening to our clients’ needs is one of our fortes, and with that, we modify our strategies accordingly in order to assist them in achieving continuous success.

Our main service focuses on executive search, contract staffing, payroll management as well as expatriate services. ASK’s team has been trained to produce fast and reliable results.

ASK’s mission is to strive and provide the best service to our clients, and our years of experience has placed us strategically in key positions in the industry. Our consultants, have been trained on specialist knowledge based on industry, and are fully committed to providing the most effective and efficient services.

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Company Summary
ASK Resources
26-50 employees
Human Resources Management
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