Offer summary

Qualifications:

5+ years of experience in Workforce Management (WFM) within a BPO or contact center environment., Proven skills in forecasting, scheduling, and real-time management., Strong proficiency in Excel and familiarity with WFM tools like Genesys or NICE IEX., Excellent analytical, problem-solving, and communication skills, with a strong command of English..

Key responsibilities:

Implement capacity planning strategies to meet service level targets.

Create accurate volume and workload forecasts based on historical data and client input.

Design and manage agent schedules and staffing models, ensuring optimal workforce efficiency.

Generate regular WFM reports and provide insights to optimize operations and reduce costs.

Job description

We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider, where innovation meets excellence.

As we continue our rapid expansion, we are on the lookout for passionate and driven individuals to join our team as Workforce Management (WFM) Specialist / Manager, providing outstanding support to our renowned clients in the BPO sector with outstanding service and professionalism.

Position

Workforce Management (WFM) Specialist / Manager (Remote)

Key Responsibilities

Implement capacity planning strategies to ensure service level targets are met.
Create accurate volume and workload forecasts based on historical trends and client input.
Design and manage agent schedules, shift patterns, and staffing models.
Build and lead the real-time management process for attendance, adherence, and intraday adjustments.
Collaborate with operations and client teams to define KPIs and WFM metrics.
Generate regular WFM reports (e.g. forecast accuracy, shrinkage, utilization).
Provide insights and recommendations to optimize workforce efficiency and reduce costs.
Assist with hiring and training of future WFM team members as the team grows.

Job Requirements

35 years of WFM experience in a BPO or contact center environment.
Proven experience with forecasting, scheduling, and real-time management.
Strong Excel skills; experience with WFM tools like Genesys, NICE IEX, Verint, Calabrio, Aspect, or similar is preferred.
Excellent analytical and problem-solving skills.
Ability to work independently, take ownership, and drive the function forward.
Strong communication skills and ability to work with cross-functional teams. Excellent English is a must.
Experience with multi-site or offshore teams is a plus.

Preferred Qualifications

Prior experience in setting up WFM from scratch.
Exposure to blended voice/chat/email environments.
Experience in KPI setting, shrinkage modeling, and root cause analysis of staffing gaps.
Familiarity with BPO operations in Southeast Asia.

Job Type

Full-time

Shift Type

Remote (Flexible schedule based on operational needs)

Salary

Basic: INR 500,000 INR 800,000
Bonus and Allowances: Additional incentives applicable

Benefits