Analyst, Specialist, Contact Centre, Consumer Banking, Technology And Operations
6 months ago
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 & Responsibilities
Creates long term and short-term forecasts Applies intermediate knowledge of forecasting methodologies and tools Works closely with TMs, operations managers, and support teams to understand headcount levels, helps to develop hiring plans, and maintain staff plans Conducts real time queue management and break management. Effective monitoring of correct aux code usage to be done Generates 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 functions Responsible for the scheduling process through system and if required through manual methodology. Prioritizing the needs of the business while best meeting the needs of CSOs Analyzes actual results against plan and forecast and recommends interventions where appropriate Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers Tracks all the system and network downtime. These reports are then compiled and summarized and used for reporting Works 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 practices Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership Effectively partners with appropriate business areas to integrate member channel demand into the overall forecast Make presentations to various levels of management when required Works under limited supervision, using established procedures May instruct, guide and oversee work of lower-level professionals when needed Identify and develop future leadership in Workforce managementWork Relationship
Direct reporting to Workforce Manager Customer Centre Management Team Staff across all levels and divisions in Customer Centre Internal & External VendorsEducation and Experience
Degree / Diploma Holder At least 4–5-year experience in customer centre. Experience in WFM is required. Strong MS Excel skills required Knowledge in forecasting and Scheduling WFM systems ( e.g Impact 360, IEX, Aspect, Genesys will be advantageous)Core Competencies
Capacity to understand the business need A strong team player Innovation Customer focus Performance driven Strong planning skills Meticulous Good problem solving and decision-making skillsTechnical Competencies
Advance knowledge in MS office especially in MS Excel Knowledge in WFM Software, CMS, BP, WFM, and AVAYA will be advantageousDBS 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 & Reduce 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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