FVP, Performance Optimization

2 weeks ago


Singapore United Overseas Bank Full time

About the Role:


United Overseas Bank is seeking a seasoned professional to oversee the performance and workforce management of its contact center. As a key member of the team, you will be responsible for driving efficiency, improving customer satisfaction, and enhancing overall business outcomes.



About the Department:


The Contact Center is a critical component of our customer experience strategy, handling a high volume of transactions and interactions. Our team is dedicated to providing exceptional service while driving business growth and profitability.



Job Responsibilities:


• Develop and implement performance improvement initiatives to enhance operational efficiency and customer satisfaction


• Analyze workforce management data to optimize staffing levels, minimize overtime, and reduce costs


• Collaborate with cross-functional teams to identify and resolve performance gaps and bottlenecks


• Design and implement training programs to enhance employee skills and knowledge


• Develop and track key performance indicators (KPIs) to measure the success of performance improvement initiatives



Job Requirements:


To succeed in this role, you will need:


• Proven experience in performance improvement and workforce management


• Strong analytical and problem-solving skills


• Excellent communication and interpersonal skills


• Ability to work effectively in a fast-paced environment


• Strong business acumen and understanding of customer experience principles


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