Executive Workforce Management

About the role

PTCL Group is seeking an Executive Workforce Management professional to lead and optimise workforce operations across its nationwide customer service channels, including call centres, business centres and back‑office units. The role ensures consistent performance, accurate forecasting and effective capacity planning to meet service level targets.

Key responsibilities

• Manage workforce management operations and automation processes for all service channels.
• Produce timely duty rosters, performance reports and productivity analyses via a central platform.
• Deliver comprehensive reporting and employee profiling to support performance management.
• Improve forecasting accuracy and align capacity planning with service level benchmarks.
• Identify manual processes and drive automation to streamline operations.
• Enhance customer experience and satisfaction through efficient workforce delivery.

Required profile

• Bachelor’s degree (Honours) or equivalent.
• Strong background in business analytics and strategic workforce planning.
• Experience in managing large‑scale call centre or customer service operations is preferred.

Required skills

• Business Analytics
• Strategic Workforce Planning
• Microsoft Office
• SQL
• Database Knowledge

What we offer

• Family‑centric policies including 6‑month maternity and 30‑day paternity leave.
• Hybrid work model for a balanced work‑life experience.