Key Responsibilities

Command Center Management

• Ensure that the daily call forecasts and FTE gaps are reviewed at half hourly interval levelsItem 2 of 9, Monitor and manage real time queues with a view to maintain service levels
• Monitor and manage real time queues with a view to maintain service levelsItem 3 of 9, Ensure that the skills are mobilised to meet the demand across channels
• Ensure that the skills are mobilised to meet the demand across channelsItem 4 of 9, Service level/ Shrinkage/ productivity issues are flagged off and addressed in a timely manner
• Service level/ Shrinkage/ productivity issues are flagged off and addressed in a timely mannerItem 5 of 9, Work closely with the different HUBs and BPO sites and ensure action plans are followed up, net staffing meetings are held in a weekly manner
• Work closely with the different HUBs and BPO sites and ensure action plans are followed up, net staffing meetings are held in a weekly mannerItem 6 of 9, Maintain skills repository and ensure training plans are influenced to maintain right balance between various channels/ skills
• Maintain skills repository and ensure training plans are influenced to maintain right balance between various channels/ skillsItem 7 of 9, Ensure incidents are reported for all sites and impact captured
• Ensure incidents are reported for all sites and impact capturedItem 8 of 9, Circulate intra-day reports and implement optimisation matrix
• Circulate intra-day reports and implement optimisation matrixItem 9 of 9, Optimise occupancy and agent investment time
• Optimise occupancy and agent investment time

Reporting and Management Information(MI)

• Update and circulate daily and intra- day dashboards on service levels, shrinkage, FTE gaps for management attention; ensure that weekly dashboards are created for the net staffing meetings and shared with sites ahead of time

Requirements

• Tertiary level qualification (including Diploma holder) or equivalentItem 2 of 10, Good command of written and spoken English, Cantonese and Mandarin
• Good command of written and spoken English, Cantonese and MandarinItem 3 of 10, Minimum 5 years’ operational experience in contact centers, Workforce Management experience highly desirable
• Minimum 5 years’ operational experience in contact centers, Workforce Management experience highly desirableItem 4 of 10, Mature with excellent interpersonal skills
• Mature with excellent interpersonal skillsItem 5 of 10, Dynamic personality with a focus on customer service and motivational skills
• Dynamic personality with a focus on customer service and motivational skillsItem 6 of 10, Strong negotiation and problem solving skills
• Strong negotiation and problem solving skillsItem 7 of 10, Energetic and able to work under pressure
• Energetic and able to work under pressureItem 8 of 10, Good organisational and time management skills
• Good organisational and time management skillsItem 9 of 10, Highly evolved analytical skills
• Highly evolved analytical skillsItem 10 of 10, Willing to work on shifts (including overnight shifts and weekends)
• Willing to work on shifts (including overnight shifts and weekends)