Workforce Management Specialist

1 month ago


Chennai, Tamil Nadu, India DBS Bank Full time

Job Summary

We are seeking a 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 and operations managers 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 correct 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 for lines of business
  • Responsible for the scheduling process through system and manual methodology, prioritizing business needs while 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, analyze data trends, identify root causes, and provide information 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, with experience in WFM required
  • Strong MS Excel skills required
  • Knowledge in forecasting and scheduling
  • WFM systems (e.g. Impact 360, IEX, Aspect, Genesys) advantageous

Core Competencies

  • Capacity to understand business needs
  • Strong team player
  • Innovation
  • Customer focus
  • Performance driven
  • Strong planning skills
  • Meticulous
  • Good problem-solving and decision-making skills

Technical Competencies

  • Advance knowledge in MS Office, especially in MS Excel
  • Knowledge in WFM Software, CMS, BP, WFM, and AVAYA advantageous

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 are:
  • 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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