Executive, Forecast & SLA Management

Malaysia Airlines • Full-time • Kawasan Sekitar Kuala Lumpur, MY • 5d ago

Position Title

Executive, Forecast & SLA Management

Report to

Assistant Manager, Contact Centre Performance Management

Position Summary

This position is responsible for the end-to-end operational and financial oversight of Contact Centre Business Process Outsourcing (BPO) partners. This role ensures service delivery excellence through precise volume forecasting and workforce requirement planning. Additionally, the position will assist with the full financial lifecycle, including budget preparation, invoice verification, and KPI-linked billing accuracy, while providing data-driven insights to optimize BPO performance and revenue growth.

Key Accountabilities

Develop annual and three-month rolling forecasts for Voice and Back Office volumes, including daily interval patterns and Erlang C headcount recommendations.
Track and analyze BPO performance against Key Performance Indicators (KPIs), providing actionable insights and monitoring service levels for Email, Refunds, and Queues.
Review and verify BPO invoices for accuracy, ensuring all KPI rewards, penalties, and chargeback/RDN clawbacks are correctly applied.
Manage the end-to-end PR/PO/GRN process, from submitting verified invoices to PPM/IT to providing status updates to BPO partners.
Prepare monthly estimates of BPO costs for Finance and provide regular updates to facilitate accurate accrual reversals.
Monitor monthly and quarterly Contact Centre revenue, specifically evaluating the performance of top-selling agents.
Maintain and analyze IBE failure data using CRM and BPO trackers to identify system issues.
Coordinate and prepare cost-sharing chargebacks for internal business units like Sales, Enrich, Revenue Management, and AMAL.
Lead the annual budget submission for the unit and ensure all financial planning aligns with projected transaction volumes.
Address all payment-related inquiries and provide backup support for critical tasks such as SSFC, Q50, and SCN.

Qualifications and Working Experience

Bachelor’s Degree in Business Administration, Finance, Statistics, Data Analytics, or any related field.
At least 2 to 3 years of relevant working experience in contact centre operations, specifically focusing on workforce planning, performance analysis, or BPO management.

Areas of Experience