Two95 International

Team Lead MIS WFM

Business OperationsConfirmed live in the last 24 hours

Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia$150k - $160kIn-person

About the Job

Requirements

At least 4 years of overall experience in the business process outsourcing industry.
At least 1 year of experience in team management.
Strong analytical skills and the ability to handle and achieve departmental requirements.
Knowledge of VBA and Microsoft Access; SQL knowledge is preferable.
Understanding of operational processes, logical thinking, reporting, and analysis.
Ability to manage change and multitask.
Basic knowledge of workforce management planning, scheduling, forecasting, and reporting.
Exposure to Aspect, IEX, or BP standard workforce management tools.
Sound knowledge of Avaya CMS.
Good communication skills for interaction with senior leadership and customers.
Good Excel skills, including the ability to upskill the team in Excel and hands-on report creation.
Ability to make on-the-spot decisions about steps that may affect the business.

Responsibilities

Own MIS delivery for the account across workforce management planning, scheduling, forecasting, and real-time management.
Maintain data integrity and provide accurate, timely reporting.
Manage internal and external client interactions and meet client requirements within turnaround times and with accuracy.
Work with data to generate dashboards, reports, and ad hoc reports, and perform high-level data analysis.
Ensure business service-level agreements related to MIS, including service level and abandonment percentage, are consistently met.
Ensure monthly volumes are handled effectively without negatively affecting revenue.
Identify revenue enhancement opportunities within the business.
Proactively provide solutions to anticipate situations that could affect performance or revenue.

Desired Qualifications

SQL knowledge is preferable.

Team Lead -MIS -WFM

Two95 International Inc. · Kuala Lumpur, Malaysia · Full-time · Posted 2026-03-25

Salary: unknown currency 150,000–160,000

Workplace: on_site

Department: Information Technology

Description

Reporting

Scheduling

Forecasting

Planning

*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

· 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

Apply

Apply at Two95 International Inc.

About the Company

Two95 International

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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