Short introduction
We’re looking for a Workforce Management Specialist to join our team in the Singapore office!
As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. You’ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work.
We are looking for superstars in both Scheduling and Intraday functions and will discuss your preference and forte during the interview rounds.
Your Mission
Know exactly where SLAs and our metrics stand at any given time
Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders
Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve
Introduce alternative forecasts when asked, based on the situation
Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs
Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices
Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents
Ensure your stakeholders are constantly aware of what you’re working on and how you’re supporting them, actively aligning on priorities and action plans
Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives
Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs
Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation
Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices
This role will give you the opportunity to
Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission
Be an impactful member of the team which will give you an opportunity to have a say in anything and everything the team will decide and build
Process large amounts of raw data and present using G Suite, advanced Excel techniques, and internal tools.
