
Workforce Management Executive
2 days ago
Workforce Management Executive will play a critical role in optimizing the efficiency and effectiveness of Income contact center operations. The primary responsibility will be to ensure that Income contact center has the right number of customer service officers with the appropriate skills available at the right times to meet service level objectives and customer demands.
Experience and/or knowledge of contact centre operations and best practice together with strong knowledge of workforce management tools is required.
The role requires the incumbent to collaborate with Operations team to analyse and generate reports on productivity, service levels, contact volumes from all channels and staff trends.
The incumbent need to use various workforce management tools and techniques to forecast, schedule, and monitor the performance of our contact center workforce.
**Responsibilities**:
**Workforce Planning**
- Responsible for design and implementation of monthly, weekly, daily, and forecasts of contact volumes and staffing requirements across multiple channels and deliver on critical staff planning activities.
- Collaborate with operations, HR and other stakeholders to align workforce plans to meet the contact centre goals and objectives.
- Facilitate onboarding, off-boarding for contact centre staff
**Scheduling**
- Create and maintain operations schedules that balance staffing and operational needs
- Planning for the day (volume forecasting, staff/lunch/leave scheduling)
- Adjust schedules in real-time to address daily operational volume fluctuations or agent availability
**Performance Monitoring**
- Generate reports and dashboards to communicate workforce performance
- Conduct data analysis, trending analysis, and preparation of hourly, daily, and monthly contact centre performance and KPI reports
- Conduct root cause analysis of forecast variance and recommend adjustments to staffing plans as required
- Generate reports and dashboards to communicate workforce performance to stakeholders at all levels
**Collaboration and Communication**
- Collaborate with contact center leadership, supervisors, and agents to ensure alignment with workforce management goals and objective
- Communicate effectively with stakeholders to provide regular updates on workforce performance, challenges, and opportunities
**Forecasting and Analysis**
- Conduct root cause analysis of forecast variance and recommend adjustments to staffing plans as needed
- Provide insights and recommendations to management for improving contact center operations and resource allocation
**Technology Utilization**
- Leverage on workforce management tools and tools to automate scheduling and reporting.
Undertake any assignments as and when assigned.
**Qualifications**:
- A Levels / Polytechnic / Degree
- Min. 2 years working experience in relevant field
- Strong in Microsoft Office (Advanced Excel, PowerPoint, Word, Outlook)
- At least 2 years of experience with leading contact centres and understanding of various telephony technology for contact centre is preferred.
- Strong analytical and problem-solving skills with proven experience analysing, interpreting, and summarising complex data
- Must be proactive, able to work independently and have ability to multi-tasking with ease.
- Ability to work efficiently in a high demand, team oriented and fast-paced environment.
- Good organizational skill and effective time management.
- Strong inter-personal and written communication.
- High energy and creativity to organize staff engagement activities.
- Strong attention to detail and accuracy is essential.
-
Senior Executive
4 days ago
Singapore ST LOGISTICS PTE. LTD. Full time**Job Description The Senior Executive - Workforce Development supports the Workforce Development team on the organisation's training and development strategy. He/She assists in the development and enhancement of the company’s Skills Maps and actively contributes to workforce development initiatives through platforms like Company Training Committee (CTC),...
-
Sr Executive, Strategic Workforce Planning
4 days ago
Singapore National Healthcare Group Full timeSr Executive, Strategic Workforce Planning Overview Senior Executive in Strategic Workforce Planning, you will be involved in key strategic workforce planning related projects and initiatives that will transform the NHG workforce to be future-ready. You will be working closely with key stakeholders in NHG institutions to ensure that Group HR supports the...
-
Senior Manager, Career Guidance Division
6 days ago
Singapore Workforce Singapore Full timeWhat the role is Join us in shaping the future of career development. We are seeking a proactive and dynamic Senior Manager to design impactful training programmes and initiatives that empower career professionals to grow and thrive in today’s evolving landscape. What you will be working on Job Responsibilities Curriculum Development and Innovation: Design...
-
Manager/Senior Manager, Planning
6 days ago
Singapore Workforce Singapore Full timeOverview What the role is: We are seeking a proactive, organised Manager/Senior Manager to support our Planning team in the following: What you will be working on Assist in the review of our Enterprise Risk Management Framework, reporting on Enterprise Risk matters to senior management, and development of Enterprise Risk Indicators for the organisation...
-
Senior Manager
17 hours ago
Singapore Workforce Singapore Full timeWhat the role is: We are seeking a Senior or Principal Manager to manage and/or lead the design, implementation, and governance of the Career Guidance Division’s (CGD) systems and data assets to ensure reliability, scalability and security, while enabling innovation and operational excellence for continuous improvement. What you will be working on: 1....
-
Sr. Specialist, Workforce Strategy
2 days ago
Singapore SABIC - Saudi Basic Industries Corp. Full time**Purpose of the job** Closely collaborate with senior leaders and functional partners - including executives, Strategy, Finance and HR Business Partners, as well as, service providers. Facilitation and collaboration with people across SBUs, Strategy, CEO office, "Growth", Corporate Functions, HR CoEs as well as corporate HR teams to enable optimal execution...
-
Singapore Workforce Singapore Full timeOverview What the role is: You will support and drive dynamic tasks and functions under Planning and Strategy teams, which include the following: What you will be working on Develop whole-of-WSG strategies, career health planning, and research agenda Competencies in critical thinking, a general understanding of economics, and outcomes reporting, that will...
-
Manager, Resource Planning Team
6 days ago
Singapore Workforce Singapore Full timeOverview What the role is: You will report to the Team Lead and be part of a team that plans, manages and allocates WSG’s annual and multi-year budgets, and manpower establishment. You will evaluate budget requests submitted by WSG divisions and work with key stakeholders to ensure a robust system in managing WSG’s financial resources. Your...
-
M/SM, Digital Partnerships Development
1 week ago
Singapore Workforce Singapore Full timeWhat the role is: As Digital Partnerships Development Manager, you will play a pivotal role in driving the growth and strategic relevance of Workforce Singapore’s (WSG) digital ecosystem –including MyCareersFuture for job listings, CareersCompass by MyCareersFuture for content syndication, and digital event collaborations. You will lead the end-to-end...
-
Content Producer
17 hours ago
Singapore Workforce Singapore Full timeWhat the role is: The Corporate Marketing and Communications Division at Workforce Singapore (WSG) is looking for a digital native to join the Corporate Marketing team, to craft stories that the internet loves, bringing WSG’s narrative in helping Singaporeans to jobs come to life on this dynamic, fast-moving environment. What you will be working on: The...