WFM Supervisor - KL
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Develop and implement Customer Service inbound and outbound contact strategies while ensuring Workforce System applications, routing, and hardware/software technologies run as designed. Maximize effectiveness through direct involvement in forecasting and staffing based on call volume, AHT, and adherence metrics. Manage scheduling changes to ensure adequate daily resource coverage and process trade requests for posted schedules. Reconcile attendance daily with employee timesheets, prepare reports on staff attendance and process-related KPIs, and maintain running reports of attendance incidents. Troubleshoot call routing application and system issues, analyze real-time metrics to determine risks to service level targets, and communicate findings and resolutions to leadership. Collaborate with fulfillment operations to optimize workforce and provide analytical support for special projects.
Required Qualifications
- Bachelor's Degree, any field
- At least 1-3 years of working experience in the related field
- Proficient with the above related software
- Required language(s): English
- Applicants must be willing to work in Penang / Kuala Lumpur
Desired Qualifications
- Preferred language(s): Bahasa Malaysia, Mandarin
- preferred Power BI knowledge
Additional Requirements
- Applicants must be willing to work in Penang / Kuala Lumpur
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