{"id":2599412,"url":"https://alion.io/job/klook-senior-analystassociate-manager-workforce-management","title":"Senior Analyst/Associate Manager, Workforce Management","company":{"id":180327,"name":"Klook","domain":"klook.com","url":"https://alion.io/company/klook","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Moka","truth_index":{"grade":"A","score":91,"open_postings":30,"ghost_share":0,"stale_share":0.167,"repost_share":0,"time_to_fill_p50_days":83,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Analytics","role_family":"Analytics","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1876},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-03-26T10:43:03Z","employer_posted_date":"2026-08-24","last_verified_at":"2026-11-03T08:40:02Z","board_verified":true,"closed_at":null,"days_open":222,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":221},"description":"Job Summary\nThe Senior Workforce Management Analyst is responsible for driving end-to-end workforce planning across forecasting, capacity planning, scheduling, and real-time performance management in a multi-channel contact center environment.\nAs a Subject Matter Expert, this role partners closely with Operations and HR to balance service level performance, staffing efficiency, and cost optimization. The role goes beyond execution, contributing to workforce strategy, planning accuracy, and continuous improvement of WFM frameworks in a 24/7 operation.\nRole & Responsibilities\nDevelop forecasts (short to long-term) and perform capacity planning, including headcount and scenario (“what-if”) modeling\nDrive workforce optimization across scheduling, shrinkage, and staffing efficiency to meet service level targets\nManage and validate historical data and planning assumptions to continuously improve forecast accuracy (target variance within ±5%)\nMonitor real-time performance and execute intraday actions to maintain SLA and operational stability\nManage queue balancing, skilling, and concurrency adjustments, and conduct root cause analysis for performance gaps\nSupport workforce planning across voice and non-voice channels, optimizing routing, concurrency, and workload distribution\nDesign flexible and optimized scheduling strategies that balance business requirements with employee work-life balance\nAlign workforce strategies with demand patterns, backlog management, and customer experience goals\nProvide workforce reporting, insights, and recommendations to support operational and financial decision-making\nPartner with Operations as WFM to align on complex scenarios, staffing strategies, and performance improvement\nMake data-driven decisions during critical service level risks, volume spikes, or operational incidents\nDrive continuous improvement in WFM processes, forecasting accuracy, and scheduling methodologies\nSupport WFM tools, data integrity, and reporting enhancements\nWhat you’ll need?\nAt least 2 years of experience as a Real-Time Analyst, WFM or any related roles.\nStrong mathematical, statistical, and analytical skills.\nStrong organizational skills and detail oriented.\nProficient in Microsoft/G-Suite applications (e.g., Microsoft Excel, Google Sheets etc.), knowledge In Excel VBA and data visualization is a plus.\nExcellent oral and written communication skills and interpersonal skills.\nProficient in English (both verbal and written).\nEager to work in a small team and fast-paced environments.\nComfortable working with people from diverse cultural backgrounds and in different time zones.\nBachelor's degree or above.","description_format":"text","description_chars":2652,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-15T07:54:30Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.443,"p_room":0.28,"age_days":221,"expected_fill_days":83,"reasons":["conf:2","velocity","win:tail","crowd:junior"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/klook-senior-analystassociate-manager-workforce-management","json_url":"https://alion.io/job/klook-senior-analystassociate-manager-workforce-management.json","meta":{"generated_at":"2026-11-03T12:07:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16740,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":180327},"rest":"https://alion.io/mcp/rest/get_company?id=180327"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fklook-senior-analystassociate-manager-workforce-management"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fklook-senior-analystassociate-manager-workforce-management"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fklook-senior-analystassociate-manager-workforce-management"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/klook-senior-analystassociate-manager-workforce-management\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fklook-senior-analystassociate-manager-workforce-management"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2599412}},{"tool":"search_jobs","arguments":{"company":"klook.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2599412},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}