Manager, Workforce Management (Mandarin and English Support)

Who We Are:

What You'll be Doing:

• Analyze and summarize historical business consulting data to establish guidelines, aligning with future company strategies, business forecasts, and new project requirements. Develop and implement an on-site service management and monitoring system.
• Plan and manage manpower estimation and scheduling for the customer service center. Forecast, control, and monitor business volumes, optimizing workforce deployment to ensure maximum efficiency and minimize operational costs.
• Utilize on-site regulations and closed-loop mechanisms to reduce operational risks and enhance departmental efficiency and stability. Establish an on-site operation framework and provide timely feedback on manpower control for front-end business operations.
• Address business emergencies and incidents by creating an on-site abnormality and emergency monitoring system. Develop a response mechanism, collaborate across resources, and enhance risk response strategies for the service domain.

What We Look For in You:

• Bachelor‘s degree or above.
• Proficiency in English and Mandarin to liaise effectively with China/Hong Kong Mandarin-speaking counterparts.
• Over 5 years of on-site management experience in large-scale customer service centers, with strong expertise in call center resource planning, forecasting, scheduling, and operations.
• Familiarity with call center on-site management systems, coupled with strong insight and the ability to handle emergencies effectively.
• Strong data sensitivity and analytical skills, with the ability to identify, analyze, and solve problems.
• Excellent coordination and communication skills, with proficiency in Excel, Word, and other relevant tools.
• Willingness to work in Tun Razak Exchange (TRX), within walking distance of the MRT TRX station.

Benefits & Perks:

• Competitive remuneration package (Basic Salary)
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 2500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
• Employee engagement, recognition and appreciation program
• Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations

#LI-Onsite #LI-JC3