Analyst, Specialist, Contact Centre, Consumer Banking, Technology And Operations

2 weeks ago

Chennai, Tamil Nadu, India DBS Bank Full time
Business Function


Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation.

In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Key Accountabilities & ResponsibilitiesCreates long term and short-term forecastsApplies intermediate knowledge of forecasting methodologies and toolsWorks closely with TMs, operations managers, and support teams to understand headcount levels, helps to develop hiring plans, and maintain staff plansConducts real time queue management and break management.

Effective monitoring of correct aux code usage to be doneGenerates performance data and dashboards. Publishes performance score cards.

Utilizes data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back-office functionsResponsible for the scheduling process through system and if required through manual methodology.

Prioritizing the needs of the business while best meeting the needs of CSOsAnalyzes actual results against plan and forecast and recommends interventions where appropriateProactively work with Management and Operations to increase utilization and efficiencies in the customer centersTracks all the system and network downtime.

These reports are then compiled and summarized and used for reportingWorks along with TM on the floor will also check on all floor rules and ensures the "dos" and "don'ts" are adhered to and applied across regional based on best practicesGathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadershipEffectively partners with appropriate business areas to integrate member channel demand into the overall forecastMake presentations to various levels of management when requiredWorks under limited supervision, using established proceduresMay instruct, guide and oversee work of lower-level professionals when neededIdentify and develop future leadership in Workforce managementWork RelationshipDirect reporting to Workforce ManagerCustomer Centre Management TeamStaff across all levels and divisions in Customer CentreInternal & External VendorsEducation and ExperienceDegree / Diploma HolderAt least 4–5-year experience in customer centre.

Experience in WFM is required.
Strong MS Excel skills requiredKnowledge in forecasting and SchedulingWFM systems ( e.g Impact 360, IEX, Aspect, Genesys will be advantageous)Core CompetenciesCapacity to understand the business needA strong team playerInnovationCustomer focusPerformance drivenStrong planning skillsMeticulousGood problem solving and decision-making skillsTechnical CompetenciesAdvance knowledge in MS office especially in MS ExcelKnowledge in WFM Software, CMS, BP, WFM, and AVAYA will be advantageousDBS India
  • Culture & BehaviorsDBS is committed to building a culture where all employees are valued, respected and their opinions count.
We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Expected value driven behaviors are:
Demonstrate Business Performance through PRIDE Value Based PropositionsEnsure Customer Focus by Delighting Customers & Reduce ComplaintsBuild Pride and Passion to Protect, Maintain and Enhance DBS' ReputationEnhance Self Knowledge, Skills and develop Competencies aimed at continuous improvementMaintain the Highest Standards of Honesty and Integrity

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