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Delivery Hero · Kuala Lumpur, Malaysia

# WFM Analyst, Vendor Operations

Kuala Lumpur, Malaysia Full-time Operations 

Listed on Delivery Hero’s official careers site. Posted May 25, 2026. Check that it is still open and apply there.
[Apply on Delivery Hero’s careers site →](https://jobs.smartrecruiters.com/DeliveryHero/744000128112924-wfm-analyst-vendor-operations)

[OpenNash Jobs](https://jobs.opennash.com/) / [Delivery Hero](https://jobs.opennash.com/companies/delivery-hero/) / WFM Analyst, Vendor Operations

## Job description

- Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
- Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
- Allocate shifts, breaks, and off days by balancing agent preferences, contractual agreements, and business needs.
- Monitor schedule adherence, identify deviations, and proactively address non-compliance or productivity issues with the Operations team.
- Maintain accurate and up-to-date headcount forecasts based on historical trends, seasonal patterns, and business forecasts.
- Generate and analyze WFM performance reports, including schedule adherence, coverage gaps, utilization, and staffing efficiency.
- Provide administrative support to the WFM Manager and contribute to ongoing operational improvement initiatives.
- Act as a point of contact for scheduling-related inquiries from agents, team leads, and managers, ensuring timely and accurate responses.
- Liaise with internal departments and external BPOs to resolve cross-functional issues impacting workforce planning.
- Support short-term planning and coordination of training, meetings, and departmental activities.
- Proactively communicate issues that may impact service performance and escalate accordingly.
- Uphold and execute planning strategies with a moderate level of autonomy, following established processes and guidelines.

## Qualifications
- Diploma, Degree, or professional certification in any field (preferred).
- Minimum 3–4 years of experience in a contact center environment as a Workforce Management Planner or Scheduler, preferably within e-commerce, quick commerce, or tech industries.
- Strong command of English (verbal and written); able to communicate clearly with internal and external stakeholders.
- Proficiency in Google Suite or Microsoft Office, with advanced Excel skills (formulas, pivot tables, lookups, Power Query, SQL, Python, Erlang-C).
- Solid analytical skills with the ability to work with large data sets and extract actionable insights.
- Highly organized and detail-oriented with strong problem-solving capabilities.
- Ability to thrive in a fast-paced, high-volume environment and make assertive, data-driven decisions.
- Strong interpersonal skills with the ability to coordinate across multiple teams and time zones.
- Mathematical proficiency and an eagerness to learn programming or automation tools is a plus.

## At a glance
- Posted by the employer: May 25, 2026
- First seen by OpenNash: Oct 12, 2026
- Last checked: Oct 19, 2026
- Listed for: 147 days
- Location: Kuala Lumpur, Malaysia
- Employment type: Full-time[Apply on Delivery Hero’s careers site →](https://jobs.smartrecruiters.com/DeliveryHero/744000128112924-wfm-analyst-vendor-operations)

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