Manager, Workforce Management - Kuala Lumpur, Malaysia - Klook

Klook

Verified Company

Kuala Lumpur, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

Kuala Lumpur
Full Time

About Klook

We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel.

Care to be a part of this revolution?

What you'll do?

Lead WFM team in delivering high quality analysis through effective management and forecasting of day to day operations

Perform trend analysis of traffic volumes and provide proposals on headcount planning, hiring, resource allocation and mitigation plan if applicable

Prepare, monitor and adjust interval summary proactively to ensure SLA adherence.

Work closely with the operation team in managing call volume, queue management, skills routing and Business Continuity Plan

Responsible for performance dashboard and general operation reporting, including management Weekly Business Review and Monthly Business Review

Ownership of WFM performance metrics, computation and reporting of KPIs

Responsible for vendor management, working closely with outsource teams to ensure contractual compliance, operational excellence, KPI target adherence, invoicing and escalation handling

Ad hoc project support specifically in the area of resource capability, management and allocation

What you'll need?

At least 5 years of experience in contact center environment with minimum capacity of over 200 seats

Extensive experience in workforce management and planning, capacity planning, forecasting and strategy for contact center

Experience in using WFM Tool or manual via Excel

Strong analytical skills with excellent knowledge

Fluent in spoken and written English.

Eager to work in small team and fast-paced environments

A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that's not afraid to work independently when required

Globally-minded and comfortable working with people from different cultural background and in different time zones

Bachelor's degree or above

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds.

We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive.

We're dedicated to creating a welcoming and supportive culture where everyone belongs.