[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All CIMB Group Holdings jobs](https://jobs.opennash.com/companies/cimb-group-holdings/) · [Search jobs](/search/) CIMB Group Holdings · Malaysia # Contact Centre Consultant, Consumer Contact Centre - Workforce Management (WFM) MY Malaysia Full-time Customer Support Listed on CIMB Group Holdings’s official careers site. Posted July 28, 2026. Check that it is still open and apply there. [Apply on CIMB Group Holdings’s careers site →](https://ejox.fa.ap1.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/36503) [OpenNash Jobs](https://jobs.opennash.com/) / [CIMB Group Holdings](https://jobs.opennash.com/companies/cimb-group-holdings/) / Contact Centre Consultant, Consumer Contact Centre - Workforce Management (WFM) MY ## Job description Real-Time Operations Management Monitor real-time contact center performance, including service level, queue status, call volumes, average speed of answer (ASA), abandonment rate, occupancy, and agent availability. Monitor agent adherence and conformance to published schedules, identifying variances and taking appropriate actions with Operations. Analyze intraday performance against forecasts and staffing plans, recommending staffing adjustments to meet operational targets. Coordinate with Operations, Scheduling, and Capacity Planning teams to manage staffing levels based on changing business demands. Execute real-time staffing actions, including overtime, voluntary time off (VTO), shift extensions, schedule changes, and skill reassignments where appropriate. Monitor workforce management (WFM) systems to identify call routing issues, system outages, or operational disruptions that may impact service delivery. Escalate operational risks, service level breaches, and system incidents to the appropriate stakeholders in a timely manner. Support contingency plans during unexpected volume spikes, system outages, or business continuity events. Ensure agent skill assignments and routing profiles remain accurate to support operational requirements. Generate and distribute real-time, hourly, daily, weekly, and monthly operational reports and dashboards. Communicate intraday performance updates, staffing recommendations, and operational alerts to management and key stakeholders. Maintain accurate documentation of intraday actions, staffing adjustments, and operational incidents. Analyze real-time operational data to identify trends, staffing risks, and opportunities for improving workforce efficiency. Provide recommendations to improve schedule adherence, occupancy, productivity, and service level performance. Collaborate with Forecasting, Capacity Planning, Scheduling, and Operations teams to improve workforce planning accuracy and execution. Support continuous improvement initiatives related to workforce management processes, reporting, and system enhancements. Participate in testing and implementation of new WFM tools, processes, and operational changes. Ensure compliance with workforce management policies, operational procedures, and service delivery standards. Monitor contact center system incidents and outages and escalate to the GT team, System Management team and relevant stakeholders to support timely resolution, minimize operational impact, and maintain business continuity. Perform other duties and special projects as assigned by management Performance Analysis & Continuous Improvement Analyze real-time operational data to identify trends, staffing risks, and opportunities for improving workforce efficiency. Perform other duties and special projects as assigned by management Relevant Work Experience Individuals with prior experience in real-time management experience in a centralized contact center environment is preferred. Experience in automating task/reports that are manual to reduce cycle time and defects is preferred. ## At a glance - Posted by the employer: Jul 28, 2026 - First seen by OpenNash: Oct 30, 2026 - Last checked: Oct 30, 2026 - Listed for: 94 days - Location: Malaysia - Employment type: Full-time[Apply on CIMB Group Holdings’s careers site →](https://ejox.fa.ap1.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/36503) ## Hiring at CIMB Group Holdings - Open jobs: 407 - New in the last 7 days: After two weekly collections - Tracked since: Oct 30, 2026 [All CIMB Group Holdings jobs](https://jobs.opennash.com/companies/cimb-group-holdings/) · [Weekly hiring report](/reports/hiring/) ## More jobs at CIMB Group Holdings ### [Contact Centre Consultant - Inbound, Consumer Contact Centre - Card Call Centre - Inbound (SG) MY](https://jobs.opennash.com/companies/cimb-group-holdings/jobs/72007d3afcde1e75443e/) Malaysia ### [Contact Centre Consultant - Inbound, GWBTB BCC - Commercial Inbound (Team 1) MY](https://jobs.opennash.com/companies/cimb-group-holdings/jobs/6659f9ba50f94570d702/) Malaysia ### [Customer Service Officer, Service Kiosk - Maran MY](https://jobs.opennash.com/companies/cimb-group-holdings/jobs/dbda4f72513d8f60686e/) Malaysia ### [AML Officer, GC - AMLT, ODD/CDD (SG) MY](https://jobs.opennash.com/companies/cimb-group-holdings/jobs/94651e0f40238e4abb0b/) Malaysia ## Similar jobs at other companies ### [OFFICER, Specialist, GenAI Contact Centre, Consumer Banking, Technology & Operations](https://jobs.opennash.com/companies/dbs/jobs/204319ebff20c2fb5e92/) DBS · Taipei ### [contact centre ambassador](https://jobs.opennash.com/companies/richemont/jobs/5aad5d20613d4473dfd3/) Richemont ### [Contact Centre Representative](https://jobs.opennash.com/companies/hsbc-holdings/jobs/4d0c08e37d2b905f12b8/) HSBC Holdings · Hyderabad, Telangana, India OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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