Manager, Workforce Management

  • Competitive
  • Selangor, Malaysia
  • Permanent, Full time
  • Hong Leong Bank Berhad
  • 21 Nov 17 2017-11-21

Manager, Workforce Management

Job Summary
Analytics - Perform various analysis as a tool to achieve departmental KPIs
1. Perform call trend analysis - Determine peak and non-peak and impact of others internal & external triggers.
2. Forecast incoming calls & service levels for proactive planning on resources in order to achieve department targets.
3. Generate dashboard, metrics and reports for analysis and oversee data integrity.
4. Create, enhance & automate reporting template as per management request.

Key Responsibilities

  • Analytics - Perform Various Analysis which includes but not limited to call trend by source, AHT, and root cause to identify improvement opportunities.
  • Forecasting - Produce short/long term capacity plan ensuring adequate staffing during peak period
  • Reporting - Develop reporting and obtain insights through analytics for management review. Review of monthly, quarterly and annually contact center performance to update management on contact center progress.
  • Scheduling - Provide optimal forecasting, scheduling and identify new strategies and opportunities
  • To carry out any other duties as directed by the Management.
  • High level of teamwork and able to work independently
  • Managerial (team/group responsibilities)
  • Develop management reporting on a weekly/monthly basis carry out execution as directed by the management
  • Organizational (organizational responsibilities)
  • Up to date & comprehensive MIS reporting for management to review.
  • Various analysis for strategic planning.
Jobholder Requirements

Education/Qualification
• Degree in any field
Experience
• Preferably 5 years' experience and above in analytics and contact center
• Experience with implementation of contact centre related application (Call recording, IVR)
• Preferably with experience in NICE IEX, Genesys and Verint
Special Skills
• An Excel wizard and skilled in Words, Power Point.
• Good in English communication and writing skills
• Able to communicate and work with a wide range of people
• Passionate about statistics and data
• Must have a strong passion in exploring new technology & digitalization.