Manager, Workforce Management, Group Contact Center
2 weeks ago
Manager, Workforce Management, Group Contact Center
Posting Date: 18-May-2023 Location:Singapore (City Area), Singapore,
Company: United Overseas Bank LtdAbout UOB
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.
About the Department
Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.
We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.
Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.
Job Responsibilities
A. Call Performance Analysis and Workforce Management
Ensures established key performance indicators are met by closely monitoring call statistics. Analyses call volume, call trends and call arrival patterns and report on any exceptional deviations. Participates in forecasting meetings with relevant departments; develops accurate short and mid-term workload forecasts. Controls master system files with schedule information and shift preferences. Determines workforce requirements to meet service level objectives. Determines agent schedules to meet call centre objectives. Ensure maximum utilization of existing technologies to support efficient traffic distribution and use of staff.B. Plan work schedules for Inbound and CFT Departments
Plan & distribute work schedules; organize and manage the workload through accurate forecasts, staffing calculations, schedules, real-time monitoring and management reports (eg. adherence reports). Responsible to continually improve the forecasting and scheduling across all contact channels. Monitors real-time queue and adherence reports to ensure service level and response time objectives are met and oversee the real-time resource escalation plans. Development of ad-hoc workload forecasts for all operational areas in the Division to assist in developing staffing plans for projects as well as ongoing development of longterm capacity plans to provide accurate workload predictions for annual budgeting and planning. Participate in adhoc system related projects /programs as assigned.Job Requirements
A university degree holder in any discipline with minimum 2-3 years of experience with workforce management concepts, including staffing, scheduling and attendance administration; preferably in a financial customer service environment or call centre. Resourceful, proactive, attentive to details, a good team player and ability to make decisions to resolve various issues. Possess strong interpersonal and leadership skills to effectively communicate and motivate stakeholders Able to multi-task with strong organizational, administrative, analytical, reasoning and time management skills. Ability to prioritize multiple assignments, meet all deadlines with minimal supervision and to work independently as well as a team. Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Call Centre service operations Excellent written and verbal communication skills in English, and presentation skills Proficient in Microsoft Office/Macro/Excel/Powerpoint applications.-
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