Assistant Manager, Workforce Management
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Will be the nerve center of our customer support operations. Youll monitor real-time performance across phone chat and email channels proactively identifying and resolving service level deviations before they impact customers. Youll lead a team of real-time analysts coaching them to excellence while serving as the primary escalation point for operational challenges. Your decisions will balance customer experience employee wellbeing and business efficiency. Youll create and maintain playbooks for intraday management execute tactical interventions including schedule adjustments and overtime management and collaborate with Planning Scheduling and Operations teams to optimize resource allocation. Youll analyze performance metrics identify patterns and drive continuous improvement across all aspects of workforce management.
Qualifications :
5 years of experience in workforce management with demonstrated success in real-time operations
Minimum 2 years managing and developing teams in fast-paced high-volume environments
Deep expertise in WFM systems (Aspect Verint NICE IEX Genesys or similar platforms)
Proven ability to analyze complex data and translate insights into immediate action
Strong decision-making skills with experience managing competing priorities under pressure
Excellence in communication and collaboration across cross-functional teams
Experience with forecasting capacity planning scheduling and intraday management
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Accounting Software
- Time Management
- Accounts Administration
- Accounts Receivable
- Accounts Reconciliation
- Administrative Skill
- Leadership skills
- Accounting & Finance
- Accounts Management
- Communication
- Analysis Skills
- Relationship Management
- Team Player Spirit
- Budgeting Skills
- Accounts Payable
About Company
As the worlds leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europes largest tech platforms, we enable ambitious talent to del ... View more
