Workforce Operations Manager
2 days ago
We are seeking a highly skilled Workforce Operations Manager to join our team in Singapore. The successful candidate will be responsible for ensuring that our agents are scheduled to work at the right place and time, leveraging our workforce management tools to provide support and expertise to our agents and operational leads.
This role requires strong problem-solving skills, with the ability to efficiently manage multiple deadlines and stakeholders with varying priorities. You will be working closely with cross-functional teams, including operational teams, product teams, and analysts, to drive business outcomes and improve customer satisfaction.
Key Performance Indicators:
- Know exactly where SLAs and our metrics stand at any given time
- Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders
- Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve
- Introduce alternative forecasts when asked, based on the situation
- Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs
About You
- You are a Singaporean Citizen/PR. We are unable to sponsor visas for this role.
- You have at least 1 year of relevant Workforce Management experience (in-house or in an outsourcing environment) with contact centre planning, scheduling and intraday management using workforce management tools.
- You possess excellent problem-solving skills and can efficiently manage multiple deadlines and stakeholders with varying priorities. Additionally, you are dedicated to our mission at Wise Asia-Pacific Pte. Ltd. and prioritise customer satisfaction.
- You're a good communicator with excellent verbal and written English skills and you've worked internationally, cross-team, or cross-geo before, so you'll quickly pick up on how best to communicate effectively across different cultures and time zones.
What We Offer
- A competitive salary range of SGD $60,000 - $80,000 per annum
- A dynamic and supportive work environment
- Ongoing training and development opportunities
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