Operations Strategy Workforce Management Specialist

Responsibilities: 

• Create and manage CS agent schedules based on call patterns and support adhoc activities.

• Monitor real-time performance and adjust schedules to meet service level objectives.

• Ensure staff adherence to schedules to improve agent availability for customers.

• Oversee real-time WFM productivity and advise the team to ensure accurate data delivery.

• Collaborate with HR to reconcile vacation records and manage vacation planners.

• Work with the training team to allocate resources for training sessions.

• Provide support for schedule changes, ensuring timely and accurate data.

• Coordinate with CS supervisors to ensure sufficient time for coaching and team meetings.

• Perform regular monitoring of the WFM team and provide feedback to ensure data accuracy.

• Communicate WFM updates to the CS team regularly to ensure clear understanding.

Qualifications:

• Bachelor’s degree in any field

• More than 2 year experiences in related field

• Minimum 2-3 years experience in a Call Center or Customer Service position in Banking,
  Financial related field, (experiences in credit card business would be a plus).

• Proficient in computer skills, particularly MS Office.

• Strong customer service or call center experience, with basic financial knowledge and analytical skills.

• Presentation skills with the ability to communicate effectively.

• Energetic personality, with a solid understanding of credit card and sales finance products.

Work Location: BAY Rama 3 (Head Quarter), Bangkok
Good remuneration package will be rewarded and also excellent future career growth opportunity is available for the right candidate.

Contact person: Khun Nataphan Wongprommoon
Contact number: 096-384-7832