Lead workforce Management (WFM)

Auto Import

Job Title: Workforce Management & MIS

Contract Duration – 1 Year

Work Location - KL, Malaysia

Salary: Upto RM 8500 (Basic)

*Someone who can start ASAP / earliest (Immediate Joiner are preferred).

About the Role

We are looking for a highly analytical and result-driven Team Lead – WFM / MIS to oversee workforce management reporting and analytics. The ideal candidate will be responsible for managing MIS delivery, ensuring accurate reporting, and supporting operational performance through data analysis and workforce planning. This role requires strong analytical capabilities, team leadership, and the ability to work closely with internal stakeholders and clients.

Key Responsibilities

  • Own and manage MIS delivery for the account across all WFM functions including Planning, Scheduling, Forecasting, and Real-Time Management.
  • Ensure accurate and timely reporting of operational and performance metrics.
  • Develop dashboards, reports, and ad-hoc analysis to support business decisions.
  • Maintain high levels of data integrity across all reports and systems.
  • Monitor key business metrics such as Service Level, Abandonment %, and other SLA parameters.
Data Analysis & Reporting
  • Perform detailed data analysis to identify trends and provide actionable insights.
  • Support business decisions through data-driven recommendations.
  • Ensure monthly volumes are handled effectively without impacting revenue.
  • Identify opportunities for revenue enhancement and operational improvement.
  • Proactively provide solutions to prevent potential operational risks impacting performance.
Team & Stakeholder Management
  • Lead and manage the MIS/WFM team while ensuring high-quality deliverables.
  • Collaborate with internal stakeholders and clients to meet reporting requirements within defined TATs.
Required Skills & Qualifications
  • Minimum 4+ years of experience in the BPO industry.
  • At least 1 year of experience in team management.
  • Basic knowledge of Workforce Management (Planning, Scheduling, Forecasting, Reporting).
  • Experience with WFM tools such as Aspect / eXperience / Blue Pumpkin (BP).
  • Good knowledge of Avaya CMS.
  • Advanced MS Excel skills with the ability to create reports and dashboards.
  • Knowledge of VBA, MS Access, and SQL will be an added advantage.
Back to blog