Capacity Runner - Mandarin

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. Apply tot his job