The Position:

Workforce Management & Analytics is to ensure the right people, with the right skills, are available at the right time through accurate forecasting, capacity planning, and real‑time workforce optimisation. This role drives operational excellence by transforming data into actionable insights, enabling proactive decision‑making, and ensuring consistent delivery of service levels, productivity, and customer experience targets. By combining planning, analytical capabilities, and continuous improvement, this person acts as the operational heartbeat that keeps the contact centre operations efficient, agile, and future‑ready.

The Responsibilities of the Role:

Workforce Management & Capacity Planning

• Forecasts contact volume and workload using historical trends and business insights to ensure accurate short‑, mid‑, and long‑term planning.
• Develops staffing and capacity plans that align resources with forecasted demand to meet service level and productivity targets.
• Co-work with the Business stakeholders who will be doing the monitoring of real‑time performance and adjusts staffing, schedules, and skilling to address deviations and operational risks.
• Co-work with the Business stakeholders to create, manage, and optimise agent schedules (intraday) to maximise coverage while balancing business needs and employee constraints.
• Analyses capacity gaps and operational risks and recommends timely corrective actions to avoid service or quality impact.
• Drives governance and reporting cadence for forecast accuracy, staffing adherence, and capacity utilisation.
• Partners with Operations, HR, and Training teams to support hiring plans, ramp timelines, and skill deployment strategy.
• Continuously improves WFM processes and tools to enhance accuracy, efficiency, and automation. This include potential future roll outs of WFM platforms.

Data Analytics

• Supports all stakeholders within the CEC organisation in ensuring their operational Contact Centre KPIs are met.
• This may require coming up with Service Improvement Plans both short term and long term.
• Work cross-functional with other Support functional teams in achieving the target objective.
• Organise and participate in cross functional meetings / cadences, depending on the current projects / initiatives on hand.
• Motivate stakeholders involved in the assigned projects / initiatives to achieve results.

Operational Deliverables and Contribution

• Overall responsibility to support all CEC GEOs in meeting their Tier 1 and 2 KPIs.
• Escalate when necessary should there be certain projects / operational processes / recovery plan that does not bring expected results.

Service Improvements Activities

• Be alert and identify challenges or gaps related to reporting and dashboarding (including data integrity issues).
• Proactively inform the Reporting Manager about potential problems and offer improvement suggestion.
• Good and positive engagements with all the GEO and Functional stakeholders.

The Requirement for the Role:

• Degree in Technical majors (ie. IT, Computer Science, Engineering) or non-technical majors that carries
• Professional work experience for at least 5years, preferably in the area of IT Contact Centre delivery industries.
• Fluent in English language written and spoken in professional manner. Added advantage of other language capabilities.
• Strong Knowledge of IT industry and its related technology.
• Proven track record on successful employee responsibility (ie. Proactive communication)
• Understand day to day operations in Customer Service delivery especially in Contact Centre management.
• Very good skills in using MS Office, Visio and Project Management tools.
• Added advantages for those who holds ITIL Foundation Certificate or COPC or Contact Centre Management certifications.
• Familiar and have strong understanding and experience in performing Contact Centre Workforce Management roles including capacity planning (ie. Erlang C modelling).
• Well versed in developing, maintaining and improving Power BI dashboards and RPA (good to have)
• High sense of responsibility, social competency and reliability.
• Deep knowledge of new technological capabilities including AI tools / platforms.
• Has Commercial Understanding and Analysis particularly in Contact Centre environment.

The Package:

• Attractive Basic Salary - From RM4500 up to RM 5000
• Shift allowance
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.