Workforce Manager - (Banking, Up to RM 11k)

[Job ID: 995976]

The WFM Manager is accountable for the complete workforce planning process, including forecasting, staffing, scheduling, and real-time management across all departments. They lead the intraday operations team, manage resource allocation based on demand, and ensure frontline teams are appropriately staffed to meet service level targets. They also implement contingency plans when necessary to maintain operational stability.

Responsibilities:

• Lead end-to-end workforce planning across all business segments.
• Manage real-time queue performance across sites and markets.
• Monitor and adjust staffing levels in real time to meet service level and efficiency goals.
• Proactively communicate contact volume trends and operational impacts to the broader WFM and operations teams.
• Implement and adjust strategies during unexpected events or fluctuations in volume.
• Drive adherence to scheduled capacity and take corrective actions when needed.
• Oversee daily performance of the Customer Contact Centre (CCC) across all communication channels.
• Lead workforce management meetings with stakeholders to review past performance, assess current operations, and plan for future demand.
• Encourage and guide teams through change, turning ambiguity into opportunities for innovation and improvement.
• Conduct root cause analysis to solve problems effectively and make informed decisions.
• Promote a mindset of continuous improvement by challenging current processes and identifying simplification opportunities.
• Ensure consistent, high-quality service by maintaining proper staffing levels.
• Work with management to review and enhance internal processes, supporting a long-term improvement culture.
• Build and sustain strong working relationships with key stakeholders across locations to align on shared goals.
• Drive initiatives for service and process improvement.
• Analyze WFM data and reports to monitor compliance with schedules and improve reporting tools.
• Contribute to team success by participating in decision-making and problem-solving.
• Foster a culture of service excellence and team collaboration.
• Stay informed on current processes and ensure compliance with risk controls and operational policies.
• Fulfill responsibilities related to anti-money laundering (AML) under the Group Policy, local laws, and industry standards.
• Ensure that all actions and decisions comply with departmental operating procedures and meet accuracy and timeliness standards.
• Consistently demonstrate the company’s values and uphold compliance with group and regulatory requirements.

• At least 5 years of experience in real-time workforce or call center floor management (inbound or outbound).
• Strong written and verbal communication skills in English.
• Proficient in Microsoft Excel; experience with Avaya CMS and Verint is a plus.
• Friendly, respectful, and professional attitude.
• Willingness to work flexible hours across different time zones and calendar days as needed.