Workforce Management Specialist

3 weeks ago


Chennai, Tamil Nadu, India DBS Bank Full time

Job Summary

We are seeking a highly skilled Workforce Management Specialist to join our team at DBS Bank. The successful candidate will be responsible for creating long-term and short-term forecasts, applying intermediate knowledge of forecasting methodologies and tools, and working closely with team members to understand headcount levels and develop hiring plans.

Key Responsibilities

  • Develop and implement workforce management strategies to optimize business performance
  • Conduct real-time queue management and break management, ensuring effective monitoring of auxiliary code usage
  • Generate performance data and dashboards, publishing performance scorecards
  • Utilize data from various workforce management tools to provide in-depth analysis of workload factors
  • Responsible for the scheduling process, prioritizing the needs of the business while best meeting the needs of customer service officers
  • Analyze actual results against plan and forecast, recommending interventions where appropriate
  • Proactively work with management and operations to increase utilization and efficiencies in customer centers
  • Track system and network downtime, compiling and summarizing reports for reporting purposes
  • Work with team members to ensure adherence to floor rules and best practices
  • Gather information, business intelligence, and analyze data trends to provide insights to team members and department leadership
  • Effectively partner with business areas to integrate member channel demand into the overall forecast
  • Make presentations to various levels of management as required

Requirements

  • Degree/Diploma holder with at least 4-5 years of experience in customer centre operations
  • Strong MS Excel skills required, with knowledge in forecasting and scheduling
  • Experience in WFM systems (e.g. Impact 360, IEX, Aspect, Genesys) advantageous
  • Capacity to understand business needs, strong team player, innovation, customer focus, performance driven, strong planning skills, meticulous, good problem-solving and decision-making skills
  • Advance knowledge in MS Office, especially in MS Excel

DBS India - Culture & Behaviors

  • DBS 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

  • Demonstrate business performance through PRIDE value-based propositions
  • Ensure customer focus by delighting customers and reducing complaints
  • Build pride and passion to protect, maintain, and enhance DBS' reputation
  • Enhance self-knowledge, skills, and develop competencies aimed at continuous improvement
  • Maintain the highest standards of honesty and integrity


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