Assistant Vice President, Call Centre-Operations Efficiency and Training, Group Technology & Ops

In this role the successful candidate will be responsible for leading workforce management for UOB Contact Centre. The role involves workforce planning, MIS tracking & reporting and NPS analytics. The role requires proactive identification of demand and supply management and resource optimization & headcount planning, MIS reporting and NPS analysis to derive actionable insights.

Job Responsibilities

• Lead & manage a team where this team will serve as the primary point of contact on workforce management policies & strategies.
• Responsible for accurate forecast of demand to ensure agent scheduling are in accordance with business & regulatory requirements.
• Serve as subject-matter expert on workforce optimization issues
• Ensure service level targets are met; maintain the right headcount, and calculate resource capacity.
• Responsible for reporting data management activities around employee scheduling and forecasts.
• Responsible for MIS monitoring, tracking and Management Reporting for Contact Centre KPIs.
• Ensure employees’ time is accurately recorded in applicable software
• In depth understanding of metrics, reporting, capacity planning and NPS analytics to make informed data-driven decisions.

Education & Experience:

• Bachelor Degree in a business related field and/or equivalent work experience.
• At least 5 years of relevant experience in managing a team of resource management professionals in a Contact Centre environment.

Required Skills

• Be the leader in managing, motivating, coaching and inspiring team members
• Proven ability to perform effectively in a fast-paced, high-growth, rapidly-changing environment.
• Knowledge in handling workforce management tools.
• Ability to deal with people from all levels professionally, effective planning, organizing, time management, communication and presentation skills.
• Proven ability to learn and comprehend technologies and the impact on business.
• Experience in Qliksense programming is highly desirable