Contact Centre Manager

6 days ago

Singapore Singapore Airlines Full time

As a core team member of the department, you take on one of the most strategic and critical functions of developing and ensuring global operational resilience.

To support this business objective, you will be responsible for performing reviews and analyses on customer contact volumes to develop global capacity forecast plans to meet service level targets with the most optimal resourcing.

This is business analyst and data analytics role.

**Responsibilities include**:

- Analyse historical data, key operational metrics, real-time performance, and leading indicators to understand patterns and trends against tolerance levels
- Creates forecast models, spreadsheet models and ad-hoc queries to support business analysis, capacity planning, controls and development of a consolidated capacity and resource planning
- Use workforce management techniques to provide vendors with timely and accurate forecast volume by channel and site and ensure that each site and vendor have the right allocation of volume to maximise resource efficiencies
- Overall network, regional, site and market level requirements
- Yearly/monthly/weekly/intra-day forecast
- Challenge vendors’ processes on workforce management and optimisation; proactively communicate any deficiencies in coverage or service levels to internal stakeholders, along with any underlying causes and remedial actions
- Perform root cause analysis when action plans do not meet desired results
- Manage and drive real-time strategies around call routing, agent skilling, vendor utilization, shrinkage management and capacity utilization to meet service levels
- Participates in or leads multiple capacities and resource planning-related initiatives, projects, financial planning and budgeting, including month-end reconciliation and rebilling.

**Requirements**:

- A good university degree in any discipline with >3 years work experience
- Highly analytical, love to work with numbers
- Intermediate to advance Excel-spreadsheeting level:Use of query tools, automation formulas, automation within SQL database, VBA macros, custom formatting of reports
- Good interpersonal and communication skills and adept at commercial negotiation
- Self-motivated, multi-tasking, team player
- Prior experience in call centre management environment, knowledge of call centre processes and systems (eg Genesys, NICE IEX, Aspect, etc.), COPC certification, will be added advantage

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