Location
george town, penang, Malaysia
Posted
July 26, 2026
Job Description
Overview
Role Objective: We are looking for a heavy-hitting, end-to-end WFM professional capable of independently running the entire WFM lifecycle for a standalone program. This individual must possess the technical depth to build models from scratch (RFPs and Headcount Plans), deep domain expertise within the BPO ecosystem, and the executive presence to lead high-stakes governance directly with clients and operations.
Contact Center & BPO Experience Requirements
- BPO Tenure: Minimum of 5 to 8 years of core Workforce Management experience strictly within a fast-paced Contact Center or BPO environment.
- Scale Exposure: Proven track record of managing a program scale of at least 250+ FTE (Full-Time Equivalents) or handling multi-skill/omnichannel environments (simultaneous Voice, Chat, Email, and Back-Office lines of business).
- The BPO Matrix Mindset: Must have thrived in a classic BPO matrix structure—meaning they understand how ...