Workforce Management Senior Specialist
4 weeks ago
Job Overview
We're seeking a Workforce Management Senior Specialist to drive strategic planning and operations excellence in our Singapore office. As a key member of our WFM team, you'll play a vital role in ensuring agents are scheduled to meet business objectives.
Your Key Responsibilities
- Develop and implement strategic plans to optimize workforce management processes
- Collaborate with cross-functional teams to drive operational efficiency and customer satisfaction
- Analyze data to identify trends and areas for improvement, and develop recommendations to address them
- Design and implement scheduling patterns to meet business needs
- Provide expert guidance and support to agents and operational leads on WFM tools and best practices
About You
- You have at least 1 year of relevant Workforce Management experience, with a strong background in contact center planning, scheduling, and intraday management
- You possess excellent problem-solving skills, with the ability to manage multiple deadlines and stakeholders with varying priorities
- You're a strong communicator, with excellent verbal and written English skills and experience working internationally, cross-team, or cross-geo
- You welcome an open feedback culture and are comfortable giving and receiving feedback
- You have a strong understanding of numbers and are able to use data to drive decision-making
What We Offer
- A competitive salary range of SGD 6300 - 7400 Monthly + RSUs
- A dynamic and inclusive work environment, with opportunities for growth and development
- A chance to work with a truly international team and contribute to our mission of making money without borders
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