Capacity Runner - Mandarin

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 & 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:

• • 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.