Workforce Management AnalystMalaysia
Life at Grab
At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
Get to know the Team
Risk Operations team’s objective is to ensure a safe ecosystem for our customers and merchants, while controlling risk exposure. Our role is to protect Grab’s reputation as a trustworthy payment service provider. Workforce Management (WFM) has an important role to drive efficiencies in our operations.
Get to know the Role
We are looking for a Workforce Management Analyst to drive the optimization of our staffing and resource allocation. A successful candidate will have strong analytical skills, proficiency in workforce management software, and the ability to adapt to evolving demands. This role is crucial to ensuring that Grab's services run smoothly and efficiently. In return, you will have the opportunity to contribute to the continued success of a leading technology company.
The Day-to-Day Activities
Independently work on the analysis and reporting from end-to-end, gathering requirements from operations and businesses, translating into technical requirements, and implementing the complete analysis and report.
Analyze the impact of volume, AHT and shrinkage by Line of Business (LOB) and make recommendations on staffing requirements
Maintain operational forecast variance for resources planning and analysis of resources across the region.
Conduct analysis on team productivities and independently create performance reports i.e.
occupancy report, shrinkage, transactional costing, SLA, etc. for managers and team leads to better manage their teams.
Prepare and present team performance data, challenges, and opportunities
Monitor staff attendance and schedule adherence. Oversee productivity and make recommendations for efficiency improvement.
Prepares schedule for staff and manages changes to scheduling to ensure adequate daily resource coverage.
Communicate and collaborate with staff members, management, People Operations (Human Resources), Procurement, and Accounting.
Perform any other related duties as required or assigned. e.g. providing analytical support for special projects
The Must Haves
Minimum of 2 years experience in Workforce Management.
Minimum of 2 years experience in Data Analytic in an operations service environment
Ability to work independently, multi-task and meet deadlines
Demonstrated strong analytical skills, with emphasis on forecasting.
Analytical interpretation of data with high proficiency in Microsoft Excel/ Google Sheet.
Ability to organize information and have attention to detail and accurately follow processes.
Preferred knowledge of analytical tools such as Tableau, Zendesk Explore, and SQL querying on data platforms.
Knowledge in any Workforce Management Software is an advantage
We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.
Grab is an equal opportunity employer. We owe our success to the talents of our globally-diverse team and the varying perspectives they add to our thriving community.
Grab does not accept unsolicited resumes sent by recruiting agencies. Please do not forward resumes to our job postings, Grab employees or other parts of the business. Grab will not be liable to pay any fees to agencies for candidates hired as a result of unrequested resumes.