Workforce Management Senior Specialist
3 weeks ago
About the Role:
We are looking for a highly skilled Workforce Management Senior Specialist to join our team in Singapore.
This is a unique opportunity to leverage your expertise in scheduling and intraday management to drive business growth and customer satisfaction.
As a key member of our WFM team, you will be responsible for ensuring that our agents are scheduled to meet customer demand, while also optimising operational efficiency.
Key Responsibilities:
- Develop and implement strategic workforce management plans to achieve business objectives
- Collaborate with operational teams to understand customer needs and preferences
- Produce regular health reports for stakeholders, highlighting key performance indicators and areas for improvement
- Use workforce management tools to create efficient scheduling patterns and publish schedules
- Work closely with the WFM team to identify process improvements and implement changes
- Communicate effectively with stakeholders, providing clear and concise updates on progress and issues
Requirements:
- At least 1 year of relevant Workforce Management experience, preferably in a contact centre environment
- Strong problem-solving skills and ability to manage multiple deadlines and stakeholders
- Excellent verbal and written English skills, with experience working internationally and cross-culturally
- Ability to work independently and take initiative in resolving issues
- Strong analytical skills, with experience working with numbers and data to inform decision-making
What We Offer:
- Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Flexible working arrangements and work-life balance
About Wise:
We are a global company that enables people to move and manage money without borders. We believe in diversity, equity, and inclusion, and are committed to creating a workplace that is welcoming and inclusive for all.
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