Workforce Specialist

Are you looking for a career opportunity in the aviation industry? Here's your opportunity to have a great career with a world-class airline company.

Why Join Us?

• Asia's First and Longest-Serving Airline
• Get a chance to enjoy travel perks for you and your family
• A collaborative work culture and environment

Who Are We Looking For?

• Bachelor's degree in Business, Statistics, or a related field (or equivalent experience).
• 2–4 years of experience in Workforce Management or Real-Time Analysis within a contact center environment.
• Strong understanding of WFM processes (forecasting, scheduling, real-time management, and reporting).
• Proficient in Excel, Google Sheets, and data visualization tools (e.g., Power BI, Tableau).
• Working knowledge of WFM tools such as Verint, NICE, Genesys WFM, or similar systems.
• Strong analytical, problem-solving, and data interpretation skills.
• Excellent communication and stakeholder management skills; able to coordinate across multiple vendors and internal teams.
• Organized, detail-oriented, and comfortable working in a fast-paced, dynamic environment.

What's The Role All About?

The Workforce Analyst is responsible for providing regular and accurate manpower requirement and scheduling of Contact Center Service Provider (CCSP) agents to ensure cost efficiency of the delivery service. The jobholder provides recommendation on the development and maintenance of necessary processes and in determining the appropriate manpower complement to support the delivery service operations.

Major Responsibility Areas

Real-Time Operations Management

• Monitor real-time queues, agent performance, and staffing levels across multiple channels (voice, chat, email, etc.).
• Make intraday schedule adjustments, including break/lunch shifts, skill changes, and overtime assignments to maintain service levels.
• Communicate in real-time with team leads and supervisors regarding performance issues, outages, and staffing gaps.
• Track and escalate system outages, unexpected call volume spikes, or absenteeism issues.
• Maintain real-time adherence tools, dashboards, and ensure data accuracy.

Reporting and Data Analysis

• Prepare and distribute intraday, daily, and weekly performance reports across vendors and channels.
• Consolidate and validate vendor-reported WFM data (e.g., service level, AHT, adherence, occupancy, shrinkage) to ensure accuracy and consistency.
• Interpret trends and variances to identify root causes of performance gaps and recommend corrective actions.
• Create data visualizations and summaries for leadership and vendor management reviews.
• Support the automation and improvement of reporting processes for efficiency and accuracy.

Vendor Coordination and Governance

• Coordinate and align with vendor WFM teams to ensure consistent intraday management practices and adherence to SLAs.
• Monitor and validate vendor performance against contractual and operational targets.
• Identify and escalate recurring staffing, adherence, or volume management issues to internal stakeholders.
• Act as the client-side point of contact for vendor real-time and WFM teams during escalations or service disruptions.
• Participate in governance reviews and calibration sessions to ensure vendor WFM accuracy and responsiveness.

Continuous Improvement and Collaboration

• Partner with Forecasting and Scheduling Analysts to optimize long-term workforce plans.
• Recommend process improvements and standardization across vendor sites to enhance efficiency.
• Support pilot testing or implementation of new WFM tools, dashboards, or automation features.
• Document lessons learned, insights, and vendor performance highlights for review during business reviews or internal reporting