Key Responsibilities
- Forecasting & Planning
- Analyze historical data and trends to forecast call volumes, workload, and staffing requirements.
- Prepare long-term, medium-term, and short-term resource plans.
- Scheduling
- Create and manage staff schedules to ensure adequate coverage across shifts.
- Balance employee preferences with business requirements.
- Real-Time Management
- Monitor call queues, attendance, and adherence in real-time.
- Adjust staffing plans dynamically to meet service level agreements (SLAs).
- Reporting & Analysis
- Track KPIs such as service level, occupancy, AHT (average handling time), shrinkage, and schedule adherence.
- Provide insights and recommendations to optimize workforce utilization.
- Collaboration
- Work closely with Operations, HR, and Training to align staffing with business needs.
- Support management in decision-making with accurate workforce data.
Must be well known in powerbi and excel
Job Type: Full-time
Pay: RM4,000.00 - RM4,200.00 per month
Work Location: In person