Job Openings Workforce Management Leader

About the job Workforce Management Leader

Gear Inc is seeking a Workforce Management Lead to join our BPO team located in Bangkok, Thailand. We invite talented individuals from all countries to apply for this position.


  • Experience in Resource Planning with good understanding and balancing of effective scheduling, planning and seat allocation based on interval pattern on a daily, weekly and monthly basis

  • Able to analyze trends and patterns on volume injection to accurately forecast potential need in class requisition, proactive suggestion on schedule improvements or adjustment, including staffing requirements, long-term planning, and staffing strategies which covers shrinkage projection

  • Good knowledge in data trends and patterns in schedule adherence and identify behavioral trends that impacts operational performance overall

  • Continuously analyze reporting, staffing, and scheduling procedures for maximum efficiency.

  • Establish and maintain operational reporting: Reports include but are not limited to, real-time and historical reporting on volumes, service performance, staffing, and historical trends.

  • Proactively maintain continuous internal communication with staff, managers, and directors regarding load balancing and staffing needs, in real-time, and historically.

  • Lead staffing review meetings with management including Capacity Planning, assess performance and identify risks.

  • Coach, train, and evaluate Workforce Management Team members.

  • Manage workforce team to ensure service level standards are consistently met.

  • Oversee intraday management of real-time scheduling and workload management to meet service-level requirements.


  • 4 years relevant experience as Workforce Planner and Scheduler

  • At least 1 year experience as leader of any team size

  • Planning and Organizational skills

  • Ability to work under pressure

  • Attention to detail

  • Good understanding of effective scheduling, planning and seat planning

  • Commitment to ownership and accountability

  • Analytical skills on data trends, volume patterns and forecasting of potential class requisition based on client requirements

  • Strong knowledge in Capacity Planning 

  • Strong negotiation, analytical, commercial awareness and problem-solving skills

  • Well-developed technical skills, MS Office products and Call Center technologies

  • Excellent verbal and written communication skills

  • Willing to work shifting hours, weekends and public holidays.


  • Work permit & Visa are sponsored by company

  • Airfare for relocation sponsored by company

  • Performance review: yearly

  • Healthcare Insurance in BKK (After probation)

  • Accommodation allowance: 1st month after relocation

  • Annual leave: 6 days (Thailand labor law)

  • Public Holidays in Thailand

  • Candidate's home country Independence Day

Working Location: Must be located in, or willing to relocate to Bangkok, Thailand