Workforce Management Regional Lead - Singapore - WISE ASIA-PACIFIC PTE. LTD.

WISE ASIA-PACIFIC PTE. LTD.

Verified Company

Singapore

2 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

We're looking for a
Workforce Management Regional Lead to join our Singapore office to help our teams deliver outstanding service that helps customers onboard with less time, scales globally with our growth and helps us decrease our costs towards zero.

We're looking for people who can fit our team and can replace the internal agents moving to higher positions and also team growth needed with new initiatives being taken up by the team.

Here is how you'll be contributing:

Lead, grow and develop the team of regional WFMers
Sets the priorities of work for the regional team
Translates the WFM strategy in to key initiatives for the region
Sets the scheduling strategy for the upcoming 3 months
Builds a scalable scheduling process, identifies and highlights replication opportunities for global consistency
Drives efficiencies in WFM tool to develop optimal and efficient schedules and improve the agent experience
Identifies process improvement opportunities and works with WFM product team to highlight further tech enablers
Fosters strong relationships with clear lines of communication with CS and Product teams
Collaborates with the CS and Product team to understand upcoming initiatives, WFM contribution and develop enablers to their priorities
Drives WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness)
Provides insights to CS to identify performance opportunities through quality and reliable reporting
Supports quarterly targetsetting within CS with insights
Builds regional WFM capacity plan
Recommends capacity requirements and distribution, supports strategy and highlights opportunities with Vendor Management team (Sykes, outsource providers)
Develops 12 month capacity plan and resource requirements with CS, Analyst guild and POps

A bit about you:

Welldeveloped problemsolving and analytical skills with attention to detail
Ability to effectively communicate complex information clearly to a non WFM/technical audience
Ability to process large amounts of complex raw data and present in a comprehensible fashion
Selfmotivated and driven, used to being in a fastpaced environment
Previous experience with reporting and administration is a plus
Advanced knowledge of Excel and Google Docs
A dedicated team player and relationship builder

**We're people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you're passionate about learning new things and keen to join our mission, you'll fit right in.
**Also, where and what you studied isn't important to us. If you've got great experience, the right skills for the role and you're great at articulating your thinking, we'd like to hear from you.