FVP, Performance Optimization
2 weeks ago
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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