Sr Exec, Workforce Management, Contact Ctr

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About the Department

Job Responsibilities

WFM role is a critical and important in Contact Centre which requires experienced personnel to analyse historical call traffic patterns for resource planning to fit into shift schedules, capacity forecasting both short and long term to prepare the appropriate right skill sets and sufficient manpower to achieve the SLAs. 
An experienced personnel with contact center operation background using applications CMS and workforce system will bring in the relevant knowledge and skills to strengthen the existing team after the constellation with a bigger team. 
 
Key roles and responsibilities:-
•    Determine capacity requirements to meet service level objectives.
•    Monitor and develop effective schedule maximizing the use of resources.
•    Review and place schedule information and shift preference.
•    Oversee and monitoring of real time queue and adherence reports.
•    Develop short/long term capacity planning to provide accurate workload and resources predictions for annual budgeting and planning.
•    Develop forecast and impact analysis on any ad hoc projects, assignment and plans.
•    Analyse call volume, trends and report on any exceptional deviations.
•    Analyse and suggest improvement such as opportunity to offloading call, performance improvement and cost reduction
•    Ensure accurate daily operational and internal/external monthly management reporting.
•    Ensures established key performance indicators are met by closely monitoring call statistics.
 

Job Requirements

• A Bachelor's Degree in a business-related field or equivalent experience
• Contact Centre experience preferred.
• Minimum 5 years of working experience in Workforce Management related role.
• Experience with Workforce Optimization software a plus.
• Computer proficiency
• Organizational and communication skills
• Strong analytical skills to assess data
• The ability to adapt to changing business needs and scheduling requirements is essential in this role.
• Excellent time management skills are crucial for creating and maintaining efficient staffing schedules

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

Apply now and make a difference.