Workforce Management ,Technology and Operations recruitment
This well recognised consumer bank is looking for experience workforce management professionals to join their call centre operations team.
Responsibilities:
Ensure realistic accurate call volume forecasting in order to develop efficient staff schedules for optimal centre performance
Monitor staffing?requirements against planned staffing by studying call arrivals patterns real-time
Advise the Centre’s Operations team on resource deployment plans and adjustments on a timely basis
Liaise closely with Client Services Operations teams to assess impact of business initiatives on workforce management
Support leave application of the Customer Centre teams in line with the staffing requirements of the Centre
Assist in the generation of Customer Centre management reports
Participate in process improvement initiatives and any ad-hoc request from Business Unit and/or Customer Centre management team
Requirements:
- Min 5 years experience, prior experience in a Customer Centre environment
- Experience in banking / financial institutions with knowledge in banking products preferred
- Good understanding of call centre operations and /or telephony concepts
- Good analytical statistical skills
- Knowledge in Forecasting and Scheduling Methodology or 6 Sigma (Yellow Belt) will be advantageous
- Good communication and interpersonal skills
- Accurate and meticulous with an eye for details
Interested applicants should email their CV to Priscilla Chen
priscilla.chen@robertwalters.com.sg