AVP, Workforce Management Manager

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia UOB Full time

UOB WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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 monitor 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, assignments, and plans.
  • Analyse call volume, trends and report on any exceptional deviations.
  • Analyse and suggest improvements such as opportunities to offload calls, performance improvement, and cost reduction.
  • Ensure accurate daily operational and internal/external monthly management reporting.
  • Ensure 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.
  • Experience with Workforce Optimization software is 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.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Industries: Banking

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