• Senior Associate / Associate , Workforce Management Intelligence Lead Jobs in Singapore - 25336859

  • DBS Bank Ltd
  • Singapore
  • Save Job
  • 2 - 3 Years
  • Posted : above 1 month

Job Description:

Senior Associate / Associate, Workforce Management Intelligence Lead, Customer Centre, Technology and Operations - ( WD10508 )

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation In Group T&O, we manage the majority of the Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels

Function

The Workforce Management (WFM) Team in T&O Customer Centre distributes data-driven, strategic and tactical operational insights through data science, analytics processes and new data management technology and tools implementation to ensure optimal allocation of resources to meet and surpass customer expectations, while striking a balance in the interest of our employees welfare We provide related support to the regional Customer Centres (CC) using WFM system and methodologies for demand forecasting (call volumes), intra-day Service Level performance and outlooks, resource forecasts and scheduling to meet Service Levels Targets

Responsibilities

Manage a small team (2-3) to lead the Data analytics and intelligence projects of the WFM team
Supports DBS SG CC and Regional CC to Create long term and short-term forecasts by
Applying intermediate knowledge of forecasting methodologies and tools
Working closely with Onboarding, Operations Managers and teams to understand headcount levels
Utilizing data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back office function

Assists DBS SG and Regional CCs to build acceptable Service level forecast and Analyze actual results against plan and forecast and recommends interventions where appropriate
Drive Data-centricity in WFM Leads in the provision of a challenging and stimulating environment for the WFM Team, primarily through delivering quality analytics and intelligence projects
Liaises with heads of key Support Teams to understand pressures of project demand and problem solve to deal with issues as they arise
Contributes to a culture of Data-centricity actively seeking ways to enhance the capability and performance efficiency, efficacy and success of the WFM Team and DBS SG and Regional CCs
Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership
Partners with appropriate business areas to integrate member channel demand into the overall forecast
Presents to various levels of management when required
Works under limited supervision, using established procedure

Requirements

Degree/ Diploma Holder with at least 2-3 years of experience in customer centre
Basic Programming knowledge html, python, java, SQL, VBA etc
Advance knowledge in MS office especially in MS Excel, powerBI
Knowledge in WFM Software, CMS, BP, WFM, and AVAYA CMS will be advantageous
Knowledgeable in Data analytical process and visualization capitalizing on tools like Excel, PowerBI, Qlikview
Basic knowledge in forecasting and Scheduling WFM systems (eg Impact 360, IEX, Aspect, Genesys) will be advantageous

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Financial Services/Stockbroking
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 07th Jun 2020

Key Skills:

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