Programming
MUHAMMAD FAIZ ARFA BIN AMIRUDDIN
Workforce Management Expert
Kuala Lumpur
Summary
Results driven WFM professional with 7+ years in contact center operations, advancing from frontline customer service to Real-Time Analytics and WFM Expert roles. Develops capacity models, manages short- and mid-term planning, and transforms demand forecasts into effective staffing plans. Runs proactive what-if scenarios to preempt SLA issues, leveraging spreadsheets and dashboards to present actionable insights.
Overview
7
7
years of professional experience
Work History
Workforce Management Expert
TDCX (MY) SDN. BHD.
04.2025 - Current
- Capacity Modeling & Maintenance: Developed and maintained short- to mid-term workforce capacity plans (weekly, monthly and quarterly horizons) across multiple complex campaigns, translating demand forecasts into exact FTE requirements, staffing profiles, and channel-based constraints.
- Stakeholder Validation & Sign-Off: Partnered directly with Operations, Demand, and Account Management teams to validate historical productivity drivers (AHT, shrinkage, and availability), ensuring operational readiness and formal alignment before plan finalization.
- Workforce Supply & Hiring Strategy: Translated mid-term capacity gaps into clear workforce supply requirements, collaborating with Talent Acquisition to define optimal hiring volumes, target start dates, and onboarding ramp profiles to mitigate staffing shortfalls.
- Scenario Analytics & Risk Management: Executed structured what-if scenario modeling to assess the operational impact of volume volatility, attrition spikes, and recruitment delays, proactively escalating staffing risks and mitigation strategies to WFM leadership.
- Capacity-to-Scheduling Handover: Managed the structured, version-controlled handover of approved capacity plans to the short-term scheduling and real-time execution teams, serving as the primary point of contact for plan interpretations, sensitivities, and re-validations.
- Supported intraday planning and provided insights to improve agent utilization and service level performance.
Assistant Workforce Management Expert
TDCX (MY) SDN. BHD.
06.2024 - 04.2025
- Intraday Performance Management: Monitored live multi-market queues, agent concurrency, and multi-channel work streams to dynamically secure compliance with Service Level Agreements (SLA) and operational KPIs.
- Shrinkage & Variance Stabilization: Managed real-time schedule adjustments, including break optimization and unplanned shrinkage tracking, minimizing idle capacity while stabilizing peak-interval coverage.
- Data Aggregation & KPI Tracking: Owned the creation of hourly, daily, and end-of-day operational reports to track core capacity parameters like Average Handling Time (AHT) and agent utilization variances.
- Historical Input Optimization: Partnered with scheduling leads and operations to run root-cause analysis on intraday staffing gaps, providing baseline data to improve the accuracy of future mid-term planning cycles.
Real Time Analyst/WorkForce Management
Transcosmos(MY)
11.2022 - 06.2023
- Multi-Channel SLA Optimization: Managed real-time queue performance and agent allocations across voice, email, and live chat channels, maintaining interval-level service targets for a high-volume delivery campaign.
- Data Automation & Dashboarding: Conceptualized and developed data visualization dashboards using Looker Studio and advanced spreadsheets to automate daily and weekly WFM metric tracking, reducing manual compilation hours.
- Metric Analysis & Outlier Tracking: Conducted data extraction and variance analysis on operational inputs, focusing on Average Handling Time (AHT) trends, agent adherence anomalies, and unmapped absenteeism.
- Cross-Functional Communication: Partnered with team leaders and operational managers to flag real-time capacity risks, coordinate immediate schedule compliance adjustments, and maintain historical performance integrity.
Customer Service Executives
Transcosmos(MY)
06.2021 - 10.2022
Customer Service Executives
Telecontinent
02.2021 - 06.2021
Customer Service Executives
StarTek
10.2019 - 01.2021
Education
Diploma - Logistic and Supply Chain Management
06-2019
- Obtained GPA Score of 3.30
- GPA: 3.30
Skills
Advanced Spreadsheet Modeling: Expert-level mastery of Excel and Google Sheets, specifically for building structured, dynamic capacity models, complex formulas, data validation, and scenario testing
WFM Tool Proficiency: Hands-on experience or familiarity with specialized Workforce Management software (eg, NICE, IEX, Genesys)
Data Analysis & Aggregation: Competency in managing, cleaning, and validating large datasets from multiple conflicting data sources to ensure report auditability
Scenario (What-If) Modeling: Ability to run structured simulations evaluating the operational impact of volume volatility, attrition sensitivity, hiring delays, and ramp-up shortfalls
Supply & Demand Balancing: Proven ability to translate long-term macro demand forecasts into micro-level headcount, FTE, operational hours, and staffing profiles
WFM Metrics & Assumptions Mastery: Deep understanding of shrinkage, average handle time (AHT), occupancy, service level agreements (SLA), availability, and absenteeism
Capacity Planning
Skill-Based Routing Capacity Modeling: Designing capacity plans mapped to specific multi-channel operations (eg, separating or blending live chat, email, and voice channels) and agent skill sets
Workforce Supply Planning: Translating capacity shortages into actionable recruitment inputs, including exact hiring volumes, target start dates, and training ramp profiles
Cross-Functional Stakeholder Validation: Ability to pitch capacity projections to, negotiate constraints with, and secure official plan sign-offs from Demand, Operations, Analytics, and Talent Acquisition teams
Structured Operational Handovers: Driving clear communication and version-controlled documentation when passing finalized capacity frameworks down to short-term Scheduling teams
Risk Escalation & Strategic Trade-Offs: Identifying operational risks or lead-time misalignments early and effectively articulating the business impacts to WFM leadership
Interests
Web tools development
HONOURS & AWARDS
Dean’s Award in Politeknik Sultan Hj Ahmad Shah.
OTHER INFORMATION
I’m a goal-oriented professional who thrives on structure, planning, and continuous improvement. I approach every challenge with a strategic mindset, often preparing multiple solutions to ensure success. Known for my adaptability and calm under pressure, I excel in dynamic environments where precision and responsiveness are key. Whether working independently or with cross-functional teams, I bring reliability, focus, and a commitment to delivering results.
I vibe code during my free time
Passionate about coding as a creative hobby, exploring concepts like OOP and geocoding while building experimental projects that sharpen problem‑solving and support startup/streaming innovations. Built dropeat.live and propvalue.my.
Timeline
Workforce Management Expert - TDCX (MY) SDN. BHD.
04.2025 - Current
Assistant Workforce Management Expert - TDCX (MY) SDN. BHD.
06.2024 - 04.2025
Real Time Analyst/WorkForce Management - Transcosmos(MY)
11.2022 - 06.2023
Customer Service Executives - Transcosmos(MY)
06.2021 - 10.2022
Customer Service Executives - Telecontinent
02.2021 - 06.2021
Customer Service Executives - StarTek
10.2019 - 01.2021
Politeknik Sultan Hj Ahmad Shah - Diploma, Logistic and Supply Chain Management