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Workforce Management Specialist

Job Information

Position : Workforce Management Specialist
Company : Agensi Pekerjaan Asia Recruit Sdn Bhd
Contract : Full Time

Salary : RM4,000.0 - RM6,000.0 Per Month

Location : KL Sentral, Kuala Lumpur
Postcode : 50470

Posting Date : 08 Oct 2020
Closing Date : 07 Nov 2020

Academic Qualification : Diploma
Language Requirement : No

Job Description

Job Responsibility

As a Workforce Management Specialist, you will be working with our ePayment Account to deliver #happier customer experience. You are to plan, schedule and prepare adequate resources for the respective Operation sections and understand operation requirement, continuously developing and enhancing forecasting & scheduling management to support operation and/or company strategies. 

You are also required to perform these job functions: 

  • Monitor queue, SLA and backlog performance in real-time. 
  • Analyze queue activity, noting if activity is as expected or if there are unexpected results. 
  • Perform agent state management working across the network to provide oversight and guidance. 
  • Perform backlog management by directing other partners to flex staff as required to handle real-time performance issues. 
  • Take proactive / preventative steps to ensure SLA breaches and backlog alerts do not occur. 
  • Respond to alerts in the Workforce Management Queue Alerts slack channel according to the guidelines set by client. 
  • Maintain daily WFM activity log at the interval level, recording the number of cases within the queue, changes or developments within the queue, and actions taken. Activity log must contain a high level of detail and qualitative/quantitative insights about observed queue performance. 
  • Partner with client WFM to review and optimize short-range plan delivery across the partner network. 
  • Must follow all Workforce Management procedures and processes as set forth by client.

Job Requirements
  • Candidate must possess at least a bachelor's degree in any field 
  • Must have initiative, drive and work independently with minimum supervision and a good team player. 
  • Able to work under pressure, enthusiastic and ambitious individual with excellent communication and interpersonal skills. 
  • Demonstrated experience working within a metric and target focused environment. 
  • Excellent listening and communication skills, written and verbal. 
  • Demonstrated ability to work through complex Workforce Management problems to identify a root cause, often in the absence of full information. 
  • Strong attention to detail and ability to follow a set workflow when defined. 
  • High level of comfort in explaining workforce management concepts to a range of global stakeholders. 
  • Able to work the required shift pattern which may include weekends and overnight shifts. 
  • English language skills at the CEFR C1 master level. 
  • Ability to perform statistical analysis and produce analytical and informative report 
  • Computer literate; able to mitigate MS Excel (advance level), MS Access (preferable), MS Word & MS PowerPoint 
  • Minimum 2 years' relevant working experience 
  • Able and willing to work on a rotational shift pattern, which will include weekends

Job Benifits
  • Attractive Remuneration (Fixed, variables & benefits) 
  • Comprehensive Insurance & Medical coverage 
  • Premium workspaces 
  • Career Development Program 
  • Fast Track Career Progression 
  • Walk A Mile - Job rotation & Enrichment 
  • Engagement & Recognition Programs like appreciation day, digitalized games and contest, free food day, raffles, birthday treats, anniversary gifts, and much more! 
  • Wellness & Health Program 
  • Diverse & Inclusion culture 
  • Employee Assistance Program (Counselling) 
  • Staff Appreciation & Recognition Programs

Job Application

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