Head of Performance & Workforce Management
A Leading International Bank with more than 25 contact centres is working with Hays to source for a senior leadership role. This role heads the global performance and workforce management team, overseeing a multi-jurisdictional team to enhance contact centres productivity.
Reporting to the Group Head, you will lead workforce management initiative, productivity enhancement and performance setting of all contact centre sites. Identifying and understanding the problem root of each contact centre sites, identifying solutions to enhance the centre’s productivity as well to streamline procedures and work processes of all contact centres. You will review centre’s technology vendors and upgrades, keeping all centres align and drive new technology implementation. Ensure compliance of centres according to global and local policies, for centres to achieve recommended rating in audits is part of your role.
You will work with centres' head to drive and lead the centres towards group targets. Develop and foster both high performance and service oriented work culture, promoting enthusiasm and team spirit across a global team. Working with all internal stake holders to maintain a world class customer service standard.
To succeed in this role, you would have at least 10 years of experience in managing a global team of performance and workforce planning for contact centre sites, preferably in a banking industry. You will have a solid track record in increasing the productivity and enhancing of workforce planning of a contact centre. You will also possess strong negotiation and proactive communication skills.
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