Workforce & Queue Management Team Lead, Trust & Safety
- Kuala Lumpur
- Permanent
- Full-time
Workforce Management:
- Lead and manage a global Workforce & Queue Management team, fostering a high-performance culture and supporting team development.
- Develop and execute workforce strategies including capacity forecasting, scheduling, and resource allocation for both in-house and BPO operations.
- Monitor real-time staffing and queue metrics, providing timely feedback and recommendations to operations planning teams for workforce reallocation.
- Build and maintain forecasting models that balance cost, capacity, and user/employee experience across multiple lines of business.
- Drive BPO budget planning, cost optimization initiatives, and financial governance to ensure efficient workforce utilization and compliance.
- Manage change initiatives to facilitate adoption of Workforce Management systems and tools across regions.
- Collaborate closely with Platform teams to optimize existing tools and design new solutions that enhance workforce allocation and operational efficiency.
Queue Management:
- Oversee queue management for Search and Interaction business across in-house and BPO operations, monitoring key metrics such as latency, productivity, and incoming volume.
- Analyze and improve support platform capabilities, workflows, and scheduling constraints to optimize service channels.
- Develop and enhance reporting tools, databases, and spreadsheets to improve data accuracy and operational insights.
- Manage daily, weekly, and monthly operational plans and objectives to ensure service level agreements (SLAs) are met.Qualifications:Minimum Qualifications:
- Bachelor's degree in a quantitative or related field (e.g., Finance, Mathematics, Data Analytics, Economics, Supply Chain Management).
- 5+ years of experience in global workforce management, preferably within BPO, multi-site, or tech company environments.
- Proven leadership experience managing diverse teams, including setting objectives and conducting performance reviews.
- Advanced proficiency in Microsoft Excel and strong analytical skills with the ability to translate data into actionable insights.
- Deep understanding of workforce management processes including forecasting, scheduling, performance monitoring, and system optimization.
- Solid project and program management skills, with experience managing budgets and workforce plans involving multiple stakeholders.
- Excellent English communication skills, both written and spoken, with strong stakeholder management and collaboration abilities.Preferred Qualifications:
- Experience with data analytics tools such as SQL, Power BI, or Tableau.
- Background in vendor or partnership management.
- Experience in BPO or call center operations is a plus.
- Familiarity with programming or system configuration is advantageous.
- Resilience and commitment to self-care, given the emotionally demanding nature of Trust & Safety work.