Senior Officer
1 month ago
Senior Officer, Customer Insights
At United Overseas Bank Ltd, we are seeking a highly skilled Senior Officer, Customer Insights to join our team in the Group Technology and Operations department. The ideal candidate will be responsible for managing the workforce, ensuring the right number of agents are available to handle incoming calls, and developing a staffing plan to meet the call volume demands.
Key Responsibilities:
- Develop and implement strategies to improve efficiency, reduce wait times, and increase customer satisfaction
- Forecast call volume and create reports to help senior management understand staffing needs and trends
- Monitor key performance indicators (KPIs) for call center agents, such as average handling time (AHT) and Service Level
- Responsible for scheduling shifts for agents and making necessary adjustments to account for unexpected absence or changes in call volume
Requirements:
- Bachelor Degree with min 4 years of relevant working experience in Workforce Management
- Experienced in contact centre background
- Strong analytical, organizational, and problem-solving skills, as well as excellent communication and interpersonal abilities
- Willing to work on Shift
- Knowledge Excel, Qliksense and Visual Basic is an advantage
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