Remote Position
Capacity Runner - Mandarin
🌍 Remote · United States
💼 Full-time
Overview
About the Role We are looking for a detail-oriented and proactive Capacity Runner (Mandarin-speaking) to support our Workforce Management (WFM) team. The role is responsible for monitoring staffing requirements, ensuring capacity alignment with business demand, and providing real-time support to meet service levels. The successful candidate will begin with 6 months of remote work before relocating to our Johor office.
Qualifications
Qualifications & Requirements
- Diploma or Bachelor’s degree in Business, Statistics, or a related field.
- Fluent in Mandarin and English (spoken and written).
- Minimum 2–3 years’ experience in Workforce Management, Capacity Planning, or Real-Time Monitoring.
- Strong analytical and problem-solving skills.
- Good understanding of WFM tools and contact center operations.
- Excellent communication and coordination skills.
- Ability to work in a fast-paced, high-pressure environment.
- Willingness to work from home for 6 months and relocate to Johor thereafter.
- Flexibility to work on rotational shifts if required.
Responsibilities
Responsibilities:
- * Monitor workforce capacity and ensure staffing levels are aligned with forecasted demand.
- Provide real-time updates and adjustments to schedules to maintain SLA and KPI compliance.
- Collaborate with Operations, WFM, and Scheduling teams to address staffing gaps and optimize coverage.
- Track agent adherence, absenteeism, and occupancy levels, escalating issues when necessary.
- Prepare and deliver intraday and capacity reports to management.
- Support incident management by reallocating resources during unexpected events.
- Communicate with stakeholders in Mandarin and English regarding capacity and operational status.
- Recommend process improvements to enhance workforce efficiency and business outcomes. Apply tot his job