Workforce Optimisation Specialist
4 days ago
WISE ASIA-PACIFIC PTE. LTD. is a dynamic company with a mission to provide innovative financial solutions. We are seeking a talented Workforce Management Specialist to join our team in Singapore.
Job DescriptionSchedule Management:
- Create and manage schedules for our teams based on forecasted volumes to meet Service Level Agreements (SLAs)
- Review and iterate forecasts, adjusting scheduling patterns as needed
- Publish schedules and collaborate with the WFM team to find solutions that align with our objectives
Incident Management:
- Confidently handle incidents and manage stakeholders while devising steps to mitigate the situation
Process Improvement:
- Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices
About You:
- You will be an impactful member of our team, contributing to decision-making and shaping the future of our company
- With your expertise, you will have a direct impact on helping our customers get support when they need it
- You will be working with a range of stakeholders, from operational teams to product teams and analysts, across all levels
Requirements:
- 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
- Strong problem-solving skills and ability to efficiently manage multiple deadlines and stakeholders with varying priorities
- Dedicated to our mission at Wise and prioritising customer satisfaction
Benefits:
- This role offers a unique opportunity to solve a truly global challenge, growing our support model in response to rapid growth and increasing complexity
- The chance to develop your skills in data analysis, process improvement, and stakeholder communication
- A competitive salary of SGD $60,000 - $80,000 per annum
We offer a competitive salary of SGD $60,000 - $80,000 per annum, commensurate with experience and qualifications.
Required Skills and QualificationsEssential Skills:
- Experience in workforce management, preferably in a contact centre environment
- Strong analytical and problem-solving skills, with the ability to work independently and make decisions under ambiguity
- Excellent verbal and written communication skills, with the ability to articulate complex information clearly
Desirable Skills:
- Knowledge of lean principles and processes
- Familiarity with Microsoft Excel and other productivity tools
Language Requirements:
- Fluent English language skills, both written and spoken
Location:
- This role is based in our Singapore office
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