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This job is about being a Workforce Management Senior Analyst, where you'll forecast staffing needs, create schedules, and analyze data to improve team efficiency. You might like this job because you enjoy using data to make a big impact on service quality!
Undisclosed
Subang Jaya, Kuala Lumpur
Full-Time
1 week ago
Job Description
Overview
We are seeking a Workforce Management Senior Analyst to support workforce planning and operational performance analysis in a shared services environment. This role will serve as a technical SME for workforce analytics, dashboards, and reporting, helping optimize staffing decisions and improve service delivery outcomes.
Key Responsibilities:
Workforce Forecasting & Planning
Develop and maintain workload and volume forecasts using historical data and operational trends.
Support capacity planning activities to determine staffing requirements.
Scheduling & Resource Management
Assist in building and maintaining staff schedules to support operational coverage and service levels.
Support adjustments related to shift allocation, overtime planning, and workforce balancing.
Real-Time Monitoring
Monitor intraday operational performance, including queues, workloads, and backlogs.
Identify emerging issues and recommend corrective staffing actions.
Workforce Analytics & Reporting
Build and maintain dashboards and workforce performance reports.
Analyze workforce metrics including agent adherence, shrinkage, absenteeism, and productivity trends.
Provide actionable insights to improve workforce utilization and service delivery.
Data & Systems Support
Utilize SQL, Excel, and data visualization tools to extract and analyze operational data.
Support automation and improvement of workforce reporting processes.
Job Requirements
Company Benefits
Optical coverage
Employees have access to claim for prescription glasses and contact lenses.
Employee assistance program
Employees have access to employee assistance on challenges related to work, family, relationships and finances.
Health screening program
Employees can enjoy the benefits of comprehensive health screening at any clinic of their choice.
Bonuses
Our bonus programs reward our people for their achievements and their contributions to our business.
Recognition awards
Our recognition program involves both monetary and non-monetary awards which can be endorsed by fellow colleagues.
Performance equity
Our leadership equity grants are awarded to recognize exceptional performance or a significant career milestone.
Additional Info
Company Activity
Last active - few days ago
Experience Level
0 - 10 Years of Experience
Company Profile
