Who we’re looking for

You will be part of the dynamic team that plans and ensures that UOB Contact Centre has the right number of resources, at the right time with the right skill sets driven by data and with the use of the right Workforce Management (WFM) tools.

What you’ll do

• Identifying opportunities for automation within the workforce management system.
• Developing, implementing, and maintaining automated workflows and processes to streamline scheduling, reporting, and other WFM tasks.
• Integrating automation tools and software with existing WFM systems and platforms.
• Collaborating with WFM and IT teams to ensure seamless automation implementation.
• Monitoring and fine-tuning automated processes to improve efficiency and accuracy.
• Troubleshooting and resolving issues related to WFM automation systems.
• Providing training and support to WFM staff on using automated tools effectively.
• Staying updated on industry best practices and emerging technologies to continuously enhance WFM automation.
• Monitoring employee activities and schedules in real-time to ensure compliance with planned work hours.
• Identifying and addressing deviations from scheduled activities, such as breaks, lunches, and tasks.
• Utilizing RTA software and tools to track and report on real-time adherence metrics.
• Communicating with supervisors and team leads to address deviations and make necessary adjustments.
• Analyzing historical and real-time data to identify trends and areas for improvement in adherence.
• Collaborating with WFM schedulers to make real-time schedule adjustments to meet service level goals.
• Providing feedback and coaching to employees regarding adherence and performance.
• Generating reports and performance metrics to evaluate and improve real-time adherence processes.
• Participating in the development and implementation of RTA strategies and policies.

The knowledge, experience, and qualifications you’ll need to succeed

• Significant experience in designing, implementing, and maintaining automation solutions in a WFM context. This could include experience with Robotic Process Automation (RPA), scripting, and workflow automation.
• A solid understanding of workforce management processes, including demand forecasting, scheduling, and performance analysis, is essential to identify areas where automation can be applied effectively.
• Proficiency in automation tools and technologies, such as Qlix sense, RPA platforms (e.g., UiPath, Automation Anywhere), scripting languages (e.g., Python, JavaScript), and workflow automation tools (e.g., Zapier, Microsoft Power Automate).
• Strong analytical skills to assess processes, identify automation opportunities, and measure the impact of automation on efficiency and accuracy.
• Effective communication skills to collaborate with various teams, explain automation solutions, and provide training to WFM staff.
• The ability to analyze complex problems and develop creative automation solutions to address them.
• Adaptability to new technologies and methodologies is crucial.
• Proven experience in real-time adherence monitoring, preferably in a contact center or service-oriented environment.
• Familiarity with WFM software and tools, including real-time monitoring and reporting modules, is essential.
• Strong data analysis skills to monitor real-time data streams, detect deviations from schedules, and make real-time adjustments.
• Effective communication skills to liaise with team leads, supervisors, and employees to address adherence issues and provide real-time guidance.
• The ability to make quick decisions and solve real-time scheduling and adherence challenges.
• RTA experts need to adapt to rapidly changing conditions and adjust schedules on the fly, so adaptability is a key trait.
• The role can be high-pressure, so the ability to handle stressful situations and maintain composure is important.
• Understanding of workforce management principles and practices, including scheduling and forecasting, is beneficial for context and decision-making.
• Real-time adherence requires a keen eye for detail to ensure that employees are following their schedules accurately.

Our client is a Manufacturing MNC, one of the leading players in the Oil & Gas sector. Due to business needs, they are now recruiting a Admin Executive to be part of their Administrative team for ongoing transformation projects. They are located in the West – easily accessible.

The Admin Executive's responsibles are:

• Responsible in providing administrative support in database system.
• Make sure the accuracy of timesheet and attendance record.
• Handle general administrative duties.
• Any other ad-hoc duties assigned by the supervisor

Job Requirements:

• Min Diploma and above
• At least 3 years of relevant working experience in database system administrative.
• Proficient in Microsoft Excel

Interested candidates who wish to apply for the advertised position, please click APPLY NOW or email an updated copy of your resume/cv.
We regret that only shortlisted candidate will be notified.

Email Address: [email protected]

Recruitpedia Pte. Ltd.
EA License No. 19C9682
EA Reg. No. R2198636 (Oh Puey Xin)

Our client is a Singapore based Scientific and Medical devices provider with presence in Southeast Asia region. Due to their current expansion plan, they are looking for a Product Specialist to join their Sales Team, in hopes of developing the current high performing team. They are located in the South area – easily accessible.

Duties of Product Specialist:

• Executing effective sales and marketing activities to achieve business objectives.
• Managing business development initiatives and strategically positioning products and services.
• Liaising with suppliers and customers in a satisfactory manner, addressing inquiries and opportunities.
• Conducting market analysis to identify opportunities and enhance product positioning.
• Undertaking any additional responsibilities as assigned

Requirements:

• Degree or Masters in Biotechnology or related disciplines
• 1 - 2 years experience in related field
• Entry level are welcome to apply. Training provided

Interested candidates who wish to apply for the advertised position, please click APPLY NOW or email an updated copy of your resume/cv.

We regret that only shortlisted candidate will be notified

• Email Address: [email protected]
• EA License No: 19C9682
• EA Personnel No: R2199158
• EA Personnel Name: Soo Wei De