Open to opportunities

Mohamad Ashaari

@mohamadashaari

Customer Service Team Lead and WFM professional specializing in forecasting, scheduling, and KPI-driven service excellence.

Malaysia

Message

What I'm looking for

I’m looking to lead customer service and WFM operations where I can optimize staffing through forecasting and real-time management, improve CSAT/FCR and quality, and consistently hit SLA and KPI targets while developing high-performing teams.

I’m a Customer Service Team Lead and workforce management (WFM) professional with 10+ years of experience in telecommunications and contact center environments. I lead workforce planning across multiple clients, manage forecasting and capacity planning, and use data to drive performance—while keeping operations aligned to SLA targets.

From WFM Analyst roles through Customer Service Supervisor and now WFM Team Lead, I’ve owned forecasting contact volumes, intraday and long-term scheduling, and real-time operational adjustments to optimize staffing and service delivery. I also coach and mentor teams, monitor CSAT/FCR/quality and KPIs, and handle escalations—always focused on improving service quality and operational efficiency.

Experience

Work history, roles, and key accomplishments

WFM Team Lead

Teleperformance Malaysia Sdn Bhd

Jan 2022 - Feb 2026 (4 years 1 month)

Led workforce planning across multiple clients, managing forecasting, capacity planning, and scheduling strategies. Monitored real-time operational performance and used workforce trend analysis to improve service level and operational efficiency while adjusting staffing to meet SLAs.

Workforce Planning Capacity Planning Workforce Optimization SLA Team Leadership

WFM Analyst

Teleperformance Malaysia Sdn Bhd

Aug 2018 - Dec 2021 (3 years 4 months)

Developed intraday and long-term workforce schedules by forecasting contact volumes and staffing requirements. Produced performance reports and supported real-time staffing adjustments to meet demand and optimize service delivery.

Workforce Scheduling Intraday Planning performance reporting Real Time Staffing Service Delivery KPI Tracking

Customer Service Supervisor

Emerald Global Services Sdn Bhd

Feb 2016 - Jul 2018 (2 years 5 months)

Managed customer service team performance and daily operations, coaching and mentoring agents to improve customer satisfaction. Tracked CSAT, FCR, KPIs, and quality metrics, handled escalations for complex cases, and ensured service quality and operational efficiency.

Customer Service Operations Team Leadership Coaching and Mentoring CSAT FCR And KPI Management Escalation Handling