Regional WFM Manager

We are seeking an experienced and dynamic Regional WFM Manager to lead the Workforce Management function across our APAC operations, covering sites in India, Malaysia, Indonesia, and the Philippines. This role requires a strategic leader capable of managing diverse teams, aligning regional WFM practices with global standards, and partnering cross-functionally across cultures and business lines.

• Lead the end-to-end WFM lifecycle across APAC: Forecasting, Capacity Planning, Scheduling, Real-Time Management, and Business Intelligence.
• Act as the main point of contact for all WFM-related matters in the region.
• Translate volume forecasts and staffing models into accurate FTE and cost projections.
• Lead, coach, and develop a regional team of WFM professionals.
• Foster collaboration, accountability, and continuous improvement within the team.
• Build effective working relationships with local teams in a multicultural and multilingual environment.
• Ensure alignment of regional practices with global WFM standards while accommodating local/regional business nuances.
• Monitor and improve KPIs related to occupancy, utilization, service level, and efficiency.
• Drive automation, process enhancements, and reporting accuracy.
• Partner with Site Ops, HR, and Training to ensure WFM alignment with staffing and attrition trends.
• Collaborate with internal and external stakeholders, including Operations, Finance, HR, and Client to Provide data-driven insights and recommendations during client reviews and QBRs.
• Leverage advanced Excel skills and WFM platforms (e.g., Calabrio, Genesys, NICE, Verint, IEX) for analysis, modeling, and optimization.
• Ensure the integrity of WFM reporting and dashboards.

Requirements:

• Malaysian Nationality or Expats with Spouse Visa only
• Working Hours: Monday- Friday, 9am- 6pm , working hours may be shifted due to time zone difference.
• Candidates with immediately availability to start will have added advantage.

Work Experience

• Minimum 5 years of WFM experience with at least 3 years in a regional or multi-site leadership role and at least 2 years of working experience as a WFM Assistant Manager
• Experience in financial forecasting and budgeting within a BPO, contact center, or shared services environment. Proven experience managing multicultural teams in a matrix organization.

Technical Skills

• Strong leadership, coaching, and mentoring capabilities.
• Advanced Excel proficiency (pivot tables, Power Query, modeling).
• Working knowledge of BI tools (e.g., Power BI, Tableau) is an advantage