Workforce Management Queue Management Specialist

Job Title: Workforce Management Queue Management Specialist
Contract Type: Contract
Location: Singapore
Salary: Negotiable
Reference: 241434_1638180342
Contact Name: Hannah Ariffin
Contact Email:
Job Published: November 29, 2021 18:05

Job Description

Central Singapore

12 months contract

Our Client

Well known social media company

The Opportunity

  • Drive adoption of global intraday and scheduling guidelines to appropriate stakeholders & intraday adherence in all Work Types and Markets within the scope of operation
  • Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
  • Constant interaction with Facebook/vendors, reporting site performance; including but not limited to staffing compliance, skilling status, and outages
  • Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
  • Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment
  • Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
  • Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level

Your Background

  • 5 + years of Workforce Management and/or back-office operations management
  • 3 + years of experience developing queue management strategies
  • Multiple geo-locations with different time-zones
  • Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)
  • Experience gathering and manipulating raw data to provide business insights
  • Problem solving and analytical thinking
  • Exceptional cross-functional communication skills

Interested parties please click "Apply Now" or send your CV directly to Hannah Ariffin (EA Reg no: R1984070) at

Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.

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