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TW
Two95 International Inc.
Team Lead -MIS -WFM
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Location
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Type
full-time
Seniority
Lead
Experience
4+ yrs
Department
Information Technology
Company size
10,000+ people
First seen
Oct 5, 2026 · 6d ago
Verified live
1d ago
At a glance
Summarised by Seekless from the posting.
Must have
24
Overall experience of 4+ Years in the BPO Industry
At least 1 year experience in Team Management
Strong Analytical skills
Should be able to handle & achieve the departmental requirements
Maintain data integrity
Understanding of operational process, logical thinking, reporting and analysis
Should be open to change, Multi-tasking skills
Team management
Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real Time Management
Accurate and Timely reporting
Client Management – Internal and External
Ability to work on data and generate various types dashboards, reports/ad-hoc reports
Meeting client requirements within TAT and with accuracy
Ability to handle high level data analysis and data
Ensure All SLA’s related to business in terms of MIS like Service Level, Abn % etc are met consistently
Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue
Should look at revenue enhancement opportunities within the Business
Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/Revenue
Should have basic knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting
Should have exposure to Aspect/IEX/BP standard WFM tools
Should be sound in his knowledge of Avaya CMS
Good communication skills (Role requires interaction with Sr. Leadership and customers)
Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
Should be able to think on the feet to make decisions related to steps which would impact business
Nice to have
1
Knowledge of VBA, MS Access, SQL (preferable)
Skills
VBA
MS Access
SQL
Excel
Aspect
IEX
BP standard WFM tools
Avaya CMS
Responsibilities
Reporting
Scheduling
Forecasting
Planning
Requirements
*Overall experience of 4+ Years in the BPO Industry.
*At least 1 year experience in Team Management
· Analysis – Strong Analytical skills
· Should be able to handle & achieve the departmental requirements
Nice to have
· Knowledge of VBA, MS Access, SQL (preferable)
· Maintain data integrity
· Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis
· Should be open to change, Multi-tasking skills
· Team management
· Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real Time Management
· Accurate and Timely reporting
· Client Management – Internal and External
· Ability to work on data and generate various types dashboards, reports/ad-hoc reports
· Meeting client requirements within TAT and with accuracy
· Ability to handle high level data analysis and data
· Ensure All SLA’s related to business in terms of MIS like Service Level, Abn % etc are met consistently
· Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue
· Should look at revenue enhancement opportunities within the Business
· Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue
Applicant’s Specifications:
· Should have basic knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting.
· Should have exposure to Aspect/IEX/BP standard WFM tools
· Should be sound in his knowledge of Avaya CMS
· Good communication skills (Role requires interaction with Sr. Leadership and customers)
· Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
· Should be able to think on the feet to make decisions related to steps which would impact business
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