Senior Officer, Customer Insights

6 days 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**:

- Responsible for managing the workforce and ensuring that the right number of agents are available to handle incoming calls.
- Developing a staffing plan to ensure the appropriate number of agents are available to handle the call volume.
- Scheduling shifts for agents and making necessary adjustments to account for unexpected absence or changes in call volume.
- Forecasting call volume and creating reports to help senior management understand staffing needs and trends.
- Monitoring key performance indicators (KPIs) for call center agents, such as average handling time (AHT) and Service Level.
- Developing and implementing strategies to improve efficiency, reduce wait times, and increase customer satisfaction.

**Job Requirements**:

- Bachelor Degree with min 4 years of relevant working experience in Workforce Mgm
- 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 and advantage

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