About the Role

We are looking for an experienced Workforce Management (WFM) Assistant Manager to independently manage the end-to-end WFM function for a standalone contact center program. This role is ideal for someone with strong expertise in forecasting, capacity planning, scheduling, reporting, and stakeholder management within a fast-paced BPO environment.

This position is open for our site in Penang, Petaling Jaya and Johor Bahru.

Key Responsibilities

Manage end-to-end Workforce Management activities, including forecasting, capacity planning, scheduling, and real-time management.
Develop headcount plans and staffing models to support business growth and operational requirements.
Analyze workforce performance and recommend strategies to improve service levels, productivity, and cost efficiency.
Prepare and present WFM reports and business reviews to internal stakeholders and clients.
Collaborate closely with Operations, Recruitment, Training, and Client Services to ensure workforce readiness.
Drive continuous improvements through data analysis, process optimization, and automation.

Requirements

Minimum 5–8 years of Workforce Management experience in a contact center or BPO environment.
Proven experience managing workforce planning for programs with 250+ FTE or multi-channel operations (Voice, Chat, Email, Back Office).
Strong knowledge of forecasting, capacity planning, scheduling, and Erlang calculations.
Advanced Microsoft Excel skills, including Pivot Tables, Power Query, XLOOKUP/INDEX-MATCH, and data analysis.
Experience handling client governance meetings such as WBRs and MBRs is an added advantage.
Excellent analytical, communication, and stakeholder management skills.

The ideal candidate should have hands-on experience in:

Workforce Scheduling (not just Real-Time Management)
Capacity Planning and Headcount (HC) calculations
Creating schedule plotters and schedule optimization
WFM reporting and performance analysis
Forecasting (preferred)

Only shortlisted candidates will be contacted.

WFM Assistant Manager