Job Description
Core Responsibilities
. Administration of setup and utilization of WFM software
. Analysis and reporting of historical centre performance statistics to project forecasts
. Manage long-term and short-term forecasts
. Manage staff leave plan and staffing requirements
. Schedule overtime to meet business requirements according to HR policies
. Keep a close watch on intra-day arrival patterns, real-time workload and inflows/backlogs across inbound and back-office operations to ensure optimum scheduling
. Responsible for maximizing efficiency and occupancy while meeting service objectives across all areas of Contact Centre
. Work with training and operations teams to fulfil training requirements to existing and new staff
. Follow up on execution and delivery of all business requirements, not to exceed deadlines or TATs
. Maintain effective verified and updated business reports (MIS) for Senior Management
. Develop and sustain effective relationships with all staff, internal and external departments
. Apply best practices, policies and procedures to ensure smooth workflow
. Ensure adherence to policies and regulations
. Execute any additional activities or assignments deployed by AVP, Contact Centre Scheduling
Qualifications
. About 2 to 3 years experience in analytics, reporting and dashboards
. Proactive and diligent, with analytical thinking skills
. Self-motivated and with desire to develop
. Ability to develop strong professional relationship within internal staff in various departments
. Positive approach towards issues and problems
. Attentive eye to detail
. Ability to handle multiple tasks and prioritize workload
. Strong communication skills
. Excellent computer skills with extensive experience in MS Office products
. Multicultural Awareness
Academic/Professional Qualifications:
. University Graduation/ High School Degree
. Desirable to have a diploma or certification in working domain (HR or ADMIN)
. Preferably having awareness of banking/ financial rules, practices
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