Workforce Management Executive will play a critical role in optimizing the efficiency and effectiveness of Income contact center operations. The primary responsibility will be to ensure that Income contact center has the right number of customer service officers with the appropriate skills available at the right times to meet service level objectives and customer demands.
Experience and/or knowledge of contact centre operations and best practice together with strong knowledge of workforce management tools is required.
The role requires the incumbent to collaborate with Operations team to analyse and generate reports on productivity, service levels, contact volumes from all channels and staff trends.
The incumbent need to use various workforce management tools and techniques to forecast, schedule, and monitor the performance of our contact center workforce.
Job Responsibilities:
Workforce Planning
- Responsible for design and implementation of monthly, weekly, daily, and forecasts of contact volumes and staffing requirements across multiple channels and deliver on critical staff planning activities.
- Collaborate with operations, HR and other stakeholders to align workforce plans to meet the contact centre goals and objectives.
- Facilitate onboarding, off-boarding for contact centre staff
Scheduling
- Create and maintain operations schedules that balance staffing and operational needs
- Planning for the day (volume forecasting, staff/lunch/leave scheduling)
- Adjust schedules in real-time to address daily operational volume fluctuations or agent availability
Performance Monitoring
- Generate reports and dashboards to communicate workforce performance
- Conduct data analysis, trending analysis, and preparation of hourly, daily, and monthly contact centre performance and KPI reports
- Conduct root cause analysis of forecast variance and recommend adjustments to staffing plans as required
- Generate reports and dashboards to communicate workforce performance to stakeholders at all levels
Collaboration and Communication
- Collaborate with contact center leadership, supervisors, and agents to ensure alignment with workforce management goals and objective
- Communicate effectively with stakeholders to provide regular updates on workforce performance, challenges, and opportunities
Forecasting and Analysis
- Conduct root cause analysis of forecast variance and recommend adjustments to staffing plans as needed
- Provide insights and recommendations to management for improving contact center operations and resource allocation
Technology Utilization
- Leverage on workforce management tools and tools to automate scheduling and reporting.
Undertake any assignments as and when assigned.
Qualifications:
- A Levels / Polytechnic / Degree
- Min. 2 years working experience in relevant field
- Strong in Microsoft Office (Advanced Excel, PowerPoint, Word, Outlook)
- At least 2 years of experience with leading contact centres and understanding of various telephony technology for contact centre is preferred.
- Strong analytical and problem-solving skills with proven experience analysing, interpreting, and summarising complex data
- Proven experience of producing accurate intraday / interval workload forecasting models using statistical techniques across multiple channels (calls, chats, emails, and back office)
- Must be proactive, able to work independently and have ability to multi-tasking with ease.
- Ability to work efficiently in a high demand, team oriented and fast-paced environment.
- Good organizational skill and effective time management.
- Strong inter-personal and written communication.
- High energy and creativity to organize staff engagement activities.
- Strong attention to detail and accuracy is essential.
