Job Objectives
The role is responsible for the overall design, implementation, and delivery of the Workforce Management (WFM) practice and business continuity plan to support strategic business objectives. The position provides leadership and expertise in all aspects of WFM, including strategic workforce planning, forecasting, capacity planning, reporting, analytics, and change management.
Key Responsibilities
- Review and execute WFM processes, practices, and methodologies to meet or exceed critical business needs.
- Implement workforce demand planning and drive workforce transformation to enhance the culture of the Group Contact Centre.
- Focus on risk and issue resolution for the business, establishing baseline performance metrics for operational stabilization while complying with local labor laws.
- Collaborate with local leadership to confirm the operating model and validate the proposed business case.
Key Requirements
Must have:
- A recognized degree.
- At least 10 years of experience in the industry, with a minimum of 5 years managing a workforce team, including demonstrated competency in data gathering, analysis, and modeling to test hypotheses and quantify opportunities.
- Strong interpersonal skills and the ability to work effectively across cultures.
- Capability to thrive in a fast-paced environment with tight deadlines.
- Ability to prioritize and multitask with strong attention to detail.
- Proactive approach with strong problem-solving and analytical skills.
- Excellent leadership skills with a passion for driving teams towards high performance.
- Familiarity with CMS and Avaya tools is an advantage.
Essential Technical Skills:
- Proficiency in Microsoft Office (Word and Excel).
Employer questions
Your application will include the following questions:
- Which of the following statements best describes your right to work in Malaysia?
- What's your expected monthly basic salary?
- How many years' experience do you have as a Head of Workforce Management?
- Which of the following languages are you fluent in?
- Are you willing to undergo a pre-employment background check?
- How much notice are you required to give your current employer?
Perks & Benefits
- Employee equity
- Nearby public transport
Job Location
No. 13B, 2nd Floor, Jalan Kenari 7, Bandar Puchong Jaya, 47100 Selangor.
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