Job Description

Overview
About the Role
We are looking for a detail-oriented and proactive Capacity Runner (Mandarin-speaking) to support our Workforce Management (WFM) team. The role is responsible for monitoring staffing requirements, ensuring capacity alignment with business demand, and providing real-time support to meet service levels. The successful candidate will begin with 6 months of remote work before relocating to our Johor office.
Qualifications
Qualifications & Requirements
Diploma or Bachelor's degree in Business, Statistics, or a related field.
Fluent in Mandarin and English (spoken and written).
Minimum 2-3 years' experience in Workforce Management, Capacity Planning, or Real-Time Monitoring.
Strong analytical and problem-solving skills.
Good understanding of WFM tools and contact center operations.
Excellent communication and coordination skills.
Ability to work in a fast-paced, high-pressure environment.
Willingness to work from home for 6 months and relocate to Johor thereafter.
Flexibility to work on rotational shifts if required.
Responsibilities
Responsibilities:
Monitor workforce capacity and ensure staffing levels are aligned with forecasted demand.
Provide real-time updates and adjustments to schedules to maintain SLA and KPI compliance.
Collaborate with Operations, WFM, and Scheduling teams to address staffing gaps and optimize coverage.
Track agent adherence, absenteeism, and occupancy levels, escalating issues when necessary.
Prepare and deliver intraday and capacity reports to management.
Support incident management by reallocating resources during unexpected events.
Communicate with stakeholders in Mandarin and English regarding capacity and operational status.
Recommend process improvements to enhance workforce efficiency and business outcomes.

Skills Required