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 hannah.ariffin@peoplebank.asia.
Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.
