Senior Officer, Customer Insights Specialist

1 month ago


Singapur, Singapore United Overseas Bank Full time

About the Role

As a Senior Officer, Customer Insights, you will play a key role in managing the workforce and ensuring that the right number of agents are available to handle incoming calls. You will be responsible for developing a staffing plan to ensure the appropriate number of agents are available to handle the call volume, scheduling shifts for agents, and making necessary adjustments to account for unexpected absence or changes in call volume.

Key Responsibilities

  • Forecasting call volume and creating reports to help senior management understand staffing needs and trends.
  • Monitoring key performance indicators (KPIs) for call center agents, such as average handling time (AHT) and Service Level.
  • Developing and implementing strategies to improve efficiency, reduce wait times, and increase customer satisfaction.
  • Collaborating with the operations team to identify areas for process improvement and implementing changes to enhance the customer experience.

Requirements

  • Bachelor Degree with min 4 years of relevant working experience in Workforce Management.
  • Experience in contact centre background.
  • Strong analytical, organizational, and problem-solving skills, as well as excellent communication and interpersonal abilities.
  • Willing to work on Shift.
  • Knowledge of Excel, Qliksense and Visual Basic is an advantage.


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