WFM Analyst, Vendor Operations

Location: Kuala Lumpur, Malaysia

Company

hirify.global is a local delivery platform operating across around 65 countries as part of the Delivery Hero Group.

What you will do

• Develop, manage, and optimize agent schedules for in-house and BPO teams based on forecasted demand and service-level targets.
• Make real-time schedule adjustments, allocate shifts and breaks, and balance agent preferences, contractual agreements, and business needs.
• Monitor schedule adherence, identify coverage gaps and productivity issues, and coordinate corrective actions with Operations.
• Maintain headcount forecasts using historical trends, seasonal patterns, and business forecasts.
• Generate and analyze reports covering schedule adherence, utilization, staffing efficiency, and workforce coverage.
• Coordinate with agents, managers, internal departments, and external BPOs while supporting training, meetings, and operational improvement initiatives.

Requirements

• 3–4 years of experience in a contact center as a Workforce Management Planner or Scheduler.
• Experience in e-commerce, quick commerce, or technology environments is preferred.
• Strong command of English, both verbal and written, with clear stakeholder communication.
• Advanced Excel skills, including formulas, pivot tables, lookups, and Power Query; knowledge of SQL, Python, and Erlang-C.
• Strong analytical, mathematical, organizational, problem-solving, and interpersonal skills.
• Ability to work in a fast-paced, high-volume environment and coordinate across multiple teams and time zones.

Nice to have

• Diploma, degree, or professional certification in any field.
• Eagerness to learn programming or workforce automation tools.

Culture & Benefits

• Work with in-house and external BPO operations across a large international delivery platform.
• Contribute to ongoing workforce planning and operational improvement initiatives.
• Operate with moderate autonomy while following established processes and standard operating procedures.