Workforce Management

What you do
We are seeking a talented Workforce Management (WFM) Planner to join our team in Thailand. This role is responsible for designing, analyzing, and delivering forecasting metrics to optimize operational efficiency. This position reports to the APAC Workforce Manager.

Workforce Planning & Optimization

• Develop and maintain operational forecasting models using data science methods for Thailand operations.
• Create mid-to-long-term staffing plans to ensure optimal workforce allocation within the Thailand team.
• Analyze workforce data, including volume trends, average handling time (AHT), and shrinkage, to assess staffing needs in Thailand.
• Continuously refine and improve the accuracy of existing forecasting and staffing plans.
• Ensure workforce planning aligns with business strategies and service level requirements.
• Provide insights on staffing requirements and performance trends to the WFM Manager and Operations leadership.

Reporting & Data Analysis

• Design, develop, and automate reports to track operational performance, workforce trends, and service levels.
• Ensure reporting accuracy by collaborating with local and global reporting teams.
• Utilize business intelligence (BI) tools to visualize data and provide meaningful insights.
• Identify discrepancies in data and propose solutions for process improvements.

Collaboration & Stakeholder Management

• Work closely with Thailand Operations, HR, and Finance teams to support workforce planning initiatives.
• Assist in the budgeting process by providing workforce-related insights.
• Participate in strategic planning discussions with business leaders and operations heads.
• Act as a subject matter expert (SME) for workforce management tools and reporting processes.
• Provide training and documentation to stakeholders on self-service reporting and data governance.

What you bring

• Bachelor’s degree or diploma in Computer Science, Statistics, Business, or a related field.
• 4+ years of experience in workforce planning, data analysis, or business intelligence.
• Strong knowledge of call center or service operations environments.
• Proficiency in Excel, SQL, PowerPoint, and BI tools (MicroStrategy, Klipfolio, etc.).
• Experience with workforce management tools (Verint, NICE, Genesys) and telephony platforms (Cisco, Avaya, Content Guru) is a plus.
• Ability to analyze complex data sets and provide clear, actionable insights.
• Strong communication and stakeholder management skills.
• Fluent in English and Thai.
• Experience in Agile project concepts is a plus.

What we offer
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us.
This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.