About UOB
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.
Job Description
About the Department
The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.
Overview Of The Role
The Contact Center Workforce Management Officer is responsible for workflow analysis of departmental systems, workforce, and procedures in coordination with the Customer Service function. The overall objective is to ensure accurate reporting and compliance across all product lines.
Job Responsibilities
- Reports to Workforce Management Manager.
- Ensure Service Level management with appropriate planning.
- Monitor on daily basis of Service Levels / Schedule Adherence / Late login / Extended log outs / Call Volume / High Queues / After Call Work.
- Ensuring that all standard reports are submitted on a timely manner with complete and accurate information as and when required by Business.
- Managing queues in partnership with Supervisors by relaying real time concerns on log outs/talk time adherence.
- Come up with action plan on floor, to address real-time issues and concerns on SLAs.
- Understanding various Real Time Adherence (RTA) related reports published and leverage them for better monitoring and improving unit productivity.
- Work with WFM Manager to determine long term headcount and staffing requirement.
- Draw up solutions for scheduling concerns that come up and create a communication process to ensure that all changes made are clear to the floor and are followed appropriately.
- Partner with Customer Service teams to ensure that the administrative tasks are minimized, and centralized reporting is used across all locations.
Job Requirements
- Bachelor's/University degree or equivalent experience.
- At least of 2 years of experience in a related role.
- Competitive mindset with can-do attitude, positive thinking.
- Good written and spoken communication skills in Vietnamese and English.
- Enthusiastic and self-motivated with an ability to work in dynamic environment.
- Ability to generate and analyze performance data, establish facts, draw valid conclusions, and recommend action plans to management.
- Problem solving and analytical skills.
- Demonstrate efficient organization and planning skills.
- Able to work under pressure.
- Demonstrate quick and resolute decision-making.
- Suitability in Microsoft Word, PowerPoint, Excel, and other MS Office applications.
Additional Requirements
Be a Part of the UOB Family
UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.
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