Workforce Management Specialist
1 month ago
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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