Workforce Management Specialist
2 months ago
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories.
About the DepartmentGroup Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.
Job ResponsibilitiesA. Call Performance Analysis and Workforce Management
- Ensures established key performance indicators are met by closely monitoring call statistics.
- Analyses call volume, call trends and call arrival patterns and reports on any exceptional deviations.
- Participates in forecasting meetings with relevant departments; develops accurate short and mid-term workload forecasts.
- Controls master system files with schedule information and shift preferences.
- Determines workforce requirements to meet service level objectives.
- Determines agent schedules to meet call centre objectives.
- Ensures maximum utilization of existing technologies to support efficient traffic distribution and use of staff.
B. Plan work schedules for Inbound and CFT Departments
- Plans & distributes work schedules; organizes and manages the workload through accurate forecasts, staffing calculations, schedules, real-time monitoring and management reports.
- Responsible to continually improve the forecasting and scheduling across all contact channels.
- Monitors real-time queue and adherence reports to ensure service level and response time objectives are met and oversees the real-time resource escalation plans.
- Development of ad-hoc workload forecasts for all operational areas in the Division to assist in developing staffing plans for projects as well as ongoing development of long-term capacity plans to provide accurate workload predictions for annual budgeting and planning.
- Participates in ad-hoc system related projects /programs as assigned.
- A university degree holder in any discipline with minimum 2-3 years of experience with workforce management concepts, including staffing, scheduling and attendance administration; preferably in a financial customer service environment or call centre.
- Resourceful, proactive, attentive to details, a good team player and ability to make decisions to resolve various issues.
- Possess strong interpersonal and leadership skills to effectively communicate and motivate stakeholders.
- Able to multi-task with strong organizational, administrative, analytical, reasoning and time management skills.
- Ability to prioritize multiple assignments, meet all deadlines with minimal supervision and to work independently as well as a team.
- Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Call Centre service operations.
- Excellent written and verbal communication skills in English, and presentation skills.
- Proficient in Microsoft Office/Macro/Excel/Powerpoint applications.
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