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Manager, Workforce Management

2 weeks ago

Raffles, Singapore United Overseas Bank Ltd Full time

**About UOB**:
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 in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values - Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

**About the Department**:
Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

**Responsibilities**:

- 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.
- Ensure maximum utilization of existing technologies to support efficient traffic distribution and use of staff.
- Plan & distribute work schedules; organize and manage the workload through accurate forecasts, staffing calculations, schedules, real-time monitoring, and management reports (eg. adherence reports).
- Responsible for continually improving the forecasting and scheduling across all contact channels.
- Monitors real-time queue and adherence report to ensure service level and response time objectives are met and oversee the real-time resource escalation plans.

**Job Requirements**:

- 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 mínimal supervision and work independently as well as in 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

**Be a part of UOB Family**: