What You'll be Doing:

📍As a key member of the WFM team, the WFM Associate is responsible for core workforce functions including workload forecasting, headcount planning, capacity planning, scheduling, and reporting. This role ensures the optimal allocation of workforce resources through data-driven approaches to support service level achievement, operational efficiency, and cost control. 📍You’re expected to well verse of the following functions and be capable of producing the necessary work files and analysis: 📍Forecasting 📍Analyze historical data and business trends to generate short-term and long-term forecasts across different contact channels (calls, tickets, chats, etc.). Continuously refine forecasting assumptions and models. Capacity Planning 📍Convert demand forecasts into actionable headcount and capacity plans, collaborating with HR and Ops to ensure workforce readiness. Schedule Planning 📍Build optimized, compliant shift plans while managing leaves and activities to ensure smooth daily operations. 📍Real Time Management 📍Monitor live operational metrics such as online headcount, queue status, and SLA performance; proactively coordinate resources to handle unexpected situations and ensure service levels are balanced. 📍Reporting & Analysis 📍Prepare regular performance reports and monitor key metrics (e.g., attendance, occupancy, SLA). Identify trends and risks, provide insights for decisions, and support KPI documentation for operations.

What We Look For in You:

📍A Bachelor's degree or higher is preferred; however, candidates without a degree are also encouraged to apply. 📍Excellent command of spoken and written English and Mandarin as the role requires to deal with China Mandarin speaking counterparts. 📍Minimum 2 years of on-site management experience in a self-managed, large-scale customer service center (500+ agents). Solid understanding of contact center KPIs such as AHT, SLA, Occupancy, and 📍Shrinkage, and familiarity with operational characteristics of call centers. 📍Strong analytical mindset with a keen attention to data. Able to collect, organize, and analyze operational data to improve products and on-site strategies in a timely manner. Advanced Excel skills required; proficiency in SQL/ Python is a plus.

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