Team Lead -MIS -WFM

two95-international-inc-3

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · Kuala Lumpur · Malaysia

Posted Mar 25, 2026

Full-time
Information Technology
Mid-Senior level

Job 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

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

Two95 International Inc., is a global technology firm specializing in enterprise solutions that evolves over BPM, Mobility, Cloud, Analytics, E-commerce & Social Business. Our client base includes several Fortune 500 and mid-market companies across industries and varying geographies.With vast knowledge and knowhow of 20 years in the IT field, we have been chosen as INC500 fastest growing company in North America in 2013. With the accolade of being ranked 11th in Human Resources by INC500, we have also been nominated as the 3rd fastest growing company in South Jersey by SJBM. We are ranked among the Top 20 IT Companies in New Jersey based on the year-on-year growth for the last 3 years. With a seasoned team of highly qualified personnel, our offices are located in New Jersey, Canada and India.Our Specialties Direct Hire, Contingent Staffing, Managed Outsourced Services..

Two95 International Inc., is a global technology firm specializing in enterprise solutions that evolves over BPM, Mobility, Cloud, Analytics, E-commerce & Social Business. Our client base includes several Fortune 500 and mid-market companies across industries and varying geographies.

With vast knowledge and knowhow of 20 years in the IT field, we have been chosen as INC500 fastest growing company in North America in 2013. With the accolade of being ranked 11th in Human Resources by INC500, we have also been nominated as the 3rd fastest growing company in South Jersey by SJBM. We are ranked among the Top 20 IT Companies in New Jersey based on the year-on-year growth for the last 3 years. With a seasoned team of highly qualified personnel, our offices are located in New Jersey, Canada and India.

Our Specialties

Direct Hire, Contingent Staffing, Managed Outsourced Services..