Workforce Management Senior Specialist

3 weeks ago


Singapore Wise Full time

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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