Workforce Management Executive Assitant

6 days ago

Singapore TELE-CENTRE SERVICES PTE LTD Full time

**JOB IDENTIFICATION**:
Position Title : WORKFORCE MANAGEMENT EXECUTIVE ASSITANT

**ORGANIZATIONAL RELATIONSHIP**:
Reporting To : Service Excellence & Learning Development Manager

Immediate Supervisor : Service Excellence & Learning Development Manager

**NATURE / WORK ENVIRONMENT**:
General office environment.

**JOB OBJECTIVE / PURPOSE**:
To reviews the metrics and performance of employees to identify trends, recommend operational goals, create plans, and improve the overall efficiency of the workforce.

**RESPONSIBILITIES AND AUTHORITIES**:

- Create scheduling matrix that ensure achievement of clients’ service level agreement through projections and historical data.
- Conduct real-time monitoring of service levels and make necessary operational decisions on the go.
- Monitor and analyses key performance indicators and trends to reforecast, reschedule, and adjust staffing levels.
- Reconciles attendance daily with employee attendance against schedule and meal breaks, short breaks in terms of time in/out reporting.
- Lead WFM automation project
- Any other duties and responsibilities that may be assigned to you by the management from time to time.

**QUALIFICATIONS**:

- Diploma holder and above.
- 3 - 5 years of working experience in a contact centre in the areas of workforce or mid-level operations management

**COMPETENCIES / SKILLS REQUIREMENT**:

- Excellent oral and written communication skills
- Passion for learning and creative problem solving
- Analytical, efficient and thorough
- Good time management skills

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