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Workforce Planning Manager

Kuala Lumpur

R-1051

Workforce Planning Manager

  • Kuala Lumpur
  • Full Time

At Klook, the World is #YoursToExplore - literally. The opportunities are yours for the taking, if you’re brave enough to embark on this journey with us. Our team of diverse Klookers are passionate about travel, collaborating tirelessly across time zones to bring people together through the best experiences. Collectively, we are fearless in our pursuit of success - learning fast and adapting faster to build the future of travel. Up for the challenge? Join us today!

What you’ll do?

  • Lead WFM team in delivering high quality analysis through effective management and forecasting of day to day operations.

  • Create, plan and forecast for all interaction channels and ensure adherence to projection for service level and all communication channels (call, email, chat or others) to cater for multiple markets. 

  • Perform trend analysis and make required proposals, i.e. headcount planning, mitigation plan. 

  • Prepare, monitor and adjust interval summary proactively to ensure Green SLA everyday

  • Work closely with the operation team in managing call volume, queue management, skills routing and Business Continuity Plan

  • Additional duties or projects as assigned

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

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