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.
