Teleperformance

Capacity Runner (Cap Runner) – Mandarin

Job Locations MY-Remote (Cloud Campus) | MY-Pulau Pinang-Georgetown
Requisition Post Information* : Posted Date 2 days ago(9/1/2025 2:01 AM)
Requisition ID
2025-70193
Category
Client Operations
Country
Malaysia

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.

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