Workforce Management Specialist

1 week ago

Singapore D L RESOURCES PTE LTD Full time

Roles & Responsibilities Work Location: Must be okay with Both Alexandra and Maple Tree Business Centre Shift Timing: 5 working days, 1 rest day and 1 off day per week 42.5 hours per week Staggered shift hours : 8.5 working hours between 7 am to 12:30am 1-hour meal break in between Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive) Or otherwise advised by the Client You will be part of the dynamic team to promote digital adoption for our valued customers through collaboration with our business partners. At the same time, you will work towards process optimization to ensure Contact Centre work with efficiency in the providing a seamless customer journey. Major responsibilities include: • Monitor real time call Q and manage real time adherence in different hotlines to meet the KPIs and service level. • Attendance tracking and incident reporting. • Monitor and manage the floor to use correct activity code, control of talking time and unscheduled activities. • Corporate with department heads with other duties. Requirements: • Diploma and above • Fast on action and work unrepentantly • Willing to learn new tools related to WFM • Proficient in Microsoft Office (Word, Excel, Outlook) • Able to work in shift including weekends and Public Holiday Tell employers what skills you have CoachingMentoringLeadershipworkforce management applicationsCustomer ExperienceService LevelBusiness StrategyCall Centre ManagementWorkforce ManagementCall Center

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