Responsibilities

• Forecast contact centre volume in to cater for new product/promo launch and CS work improvement requirements.
• Plan, configure the specific Contact Centre Work Force Management to meet specific CS operation (both in-house and outsourcer) needs.
• Support CS Operations (both in-house and outsourcer) on resource management by using Work Force Management solutions to forecast the required agents, schedule agent shift pattern and provide agent adherence monitoring.
• Provide daily routine WFM (Operational) support to the operations, and by ensuring speedy fault escalation and resolution of any service disruption to the Contact Centre Work Force Management.
• Collect, analyze, forecast and effective use of performance data to enable CS Operation to achieve its key performance targets.
• Provide timely (daily and monthly) Work Force Management (with Note Code) reporting and analysis for Customer Service Operations (both in-house and outsourcer)
• Drive contact centre efficiency through active monitoring.

Qualification

• Degree / Diploma in business or related field of study
• Minimum 2 years of experience in Resource Management for contact centre environment
• Strong analytical and quantitative competence, strong knowledge of capacity planning, and scheduling.
• Preferably trained in Forecasting & Scheduling. (eg COPC certified)
• Experience with Workforce Optimization software a plus
• Proficiency in Microsoft Office applications: MS Excel, Words and PowerPoint

*We regret that only shortlsited candidates will be notified.