Officer, Specialist, Customer Service, Contact Centre-Planning/Monitoring, Consumer Banking, Technology and Operations

Role Overview:

Analyzes contact center trends, including call volumes and call patterns, to forecast workload needed to support various channels. Ensures service level targets are met through accurate forecasting and rostering in support of various business areas. Builds MIS reporting for performance management and provides data and additional information to be used for capacity planning. Delivers results of analysis and recommendations to Operations and management team as needed. 

Requirements:

1. Creates long term and short-term forecasts
2. Applies intermediate knowledge of forecasting methodologies and tools.
3. Works closely with TMs, operations managers and support teams to understand headcount levels, helps to develop hiring plans and maintain staff plans.
4. Conducts real time queue management and break management. Effective monitoring of correct aux code usage to be done.
5. Generate performance data and dashboards. Publishes performance score cards.
6. Utilizes 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 functions.
7.  Responsible for the scheduling process through system and if required through manual methodology.   Prioritizing the needs of the business while best meeting the needs of CSOs.
8. Analyzes actual results against plan and forecast and recommends interventions where appropriate.
9. Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
10. Tracks all the system and network downtime. These reports are then compiled and summarized and used for reporting.
11. Works along with TM on the floor will also check on all floor rules and ensures the “dos” and “don’ts” are adhered to and applied across regional based on best practices.
12. Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership.
13. Effectively partners with appropriate business areas to integrate member channel demand into the overall forecast.
14. Make presentations to various levels of management when required
15. Works under limited supervision, using established procedures.
16. May instruct, guide and oversee work of lower-level professionals when needed.

1. Identify and develop future leadership in Workforce management.

Work Relationship:

1. Direct reporting to Workforce Manager
2. Customer Centre Management Team.
3. Staff across all levels and divisions in Customer Centre
4. Internal & External Vendors.

Education and Experience:

1. Degree Holder
2. At least 4-5 year’s experience in customer center. Experience in WFM is required.
3. Strong MS Excel skills required.
4. Knowledge in forecasting and Scheduling.
5. WFM systems ( e.g Impact 360, IEX, Aspect, Genesys will be advantageous)

Core competencies:

1. Capacity to understand business needs
2. A strong team player
3.  
4. Customer focus
5. Performance driven.
6. Strong planning skills
7. Meticulous
8. Good problem solving and decision-making skills

Technical Competencies:

1. Advance knowledge in MS office especially in MS Excel.
2. Knowledge in WFM Software, CMS, BP, WFM, and AVAYA will be advantageous

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