Manager, Workforce Management & Business Performance Analytics
Shangri-La
Customer Engagement & Process Transformation CeShangri-La, CH, Malaysia
3d ago

Shangri-La's Customer Engagement and Process Transformation center or (CEPT-KL), plays an integral part in supporting the operations of Shangri-la hotels worldwide.

Powered by people from various backgrounds, the Shangri-la CEPT-KL family is united by the passion to delight, learn, and share knowledge.

Growing exponentially, the award-winning Shangri-la CEPT-KL is constantly on the lookout for highly motivated and talented individuals.

We're looking for someone extraordinary. Someone with a meticulous and innovative mind, skillful, and with a thirst for knowledge.

Is it you, we're looking for?

You are responsible for (but not limited to)

To manage a team of Resource Planning Analysts, Real-Time Analysts, Schedulers, Forecasters, and Business Performance Analysts, accurately prepare forecasts and budgets for call & non-call workloads and resources, monitoring drivers against business change & developing models to improve accuracy.

To constantly monitor and propose effective shift patterns to match business requirements, optimizing the performance of all Customer Centre teams and maximizing agent satisfaction by providing flexible options

To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity, and sensitivity analysis.

To identify and proactively manage changes to the shift patterns to deliver improved customer service, working as a team with Operations, maintaining and communicating a formal historic record of the changes and their impact.

To be aware of and record business, resource, and seasonal changes making appropriate resource plans for expected changes in profile and workloads, and reporting on expected and experienced results.

Creating new and innovative forecast and capacity models to plan for future demand, growth, and channel shifts

To monitor recruitment and liaise with relevant departments to make advanced plans for required shift changes to optimize delivery of resources and skills, identifying when new groups and Team Managers are required

To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors, and clearly stating all assumptions applied.

Work with teams throughout the business to ensure that the right KPIs have been set for Operation

Identification and implementation of new technology for planning, including the use, development, or procurement of effective workforce management software (WFM) and or other in-house systems / Excel.

Develop and optimize a performance reporting structure

Communicate business performance in a clear and insightful way, empowering the business to make timely and informed decisions.

Ad-Hoc Analytical Support

Streamline processes, identify, and execute automation that builds time savings and reduces non-value-added work.

You will likely be influencing strategic and tactical decisions by developing and implementing analytics and reporting to support the success of our businesses.

To succeed in this role, you should have the following skills and experience.

Bachelors degree or equivalent combinations of relevant work experience

3+ years of relevant reporting and / or analysis experience

Expert skills in using a Workforce Management Genesys

Expert skills in Excel for modeling and scenario planning, Experience in virtual multi-skilled, multi-site Customer Centres

Experience in working with Outsourcers

The ability explains complex information in an easy-to-understand manner and generate buy-in from key stakeholders to further your department

Outstanding conceptual and analytical problem-solving skills

Ability to work with people at all levels and across functions

Ability to communicate sophisticated analysis in a precise and meaningful manner with both technical and non-technical customers

Ability to clarify and prioritize data requests and balance priorities

Strong analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy

What's in It for You?

5-Day work week

Earn an attractive monthly salary

Laundry service

Smart Casual office attire

Paid Training and career development opportunity

Socso, EPF, EIS, and medical insurance coverage

Annual Preventive Health Screening

Annual Leave

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