About the Company
An established regional banking institution with an extensive footprint across Asia, serving individuals, businesses, and corporate clients through a comprehensive range of financial services.
Work Arrangement : Onsite
Job Responsibilities
- Manage and execute workforce management functions including forecasting, capacity planning, scheduling, and reporting
- Monitor operational performance and ensure manpower planning aligns with business requirements
- Support workforce transformation initiatives and operational improvement projects
- Analyze workforce data and generate insights to improve efficiency and service levels
- Work closely with stakeholders and operations teams to support business continuity planning
- Identify operational risks and support issue resolution to maintain service stability
- Ensure workforce planning processes are aligned with operational and business objectives
- Lead and guide the WFM team to achieve operational excellence
Requirements / Qualifications
- Degree in any related discipline
- Minimum 5–10 years of experience in Workforce Management, Contact Centre Operations, or related functions
- Experience managing WFM planning, forecasting, scheduling, and reporting
- Strong analytical and problem-solving skills
- Good stakeholder management and communication skills
- Able to work in a fast-paced environment and manage multiple priorities
- Experience with Avaya/CMS tools will be an added advantage
- Proficient in Microsoft Excel and reporting tools
- Why Join Us
- Opportunity to grow within the banking industry
- Exposure to large-scale contact centre operations
- Collaborative and dynamic working environment
- Career progression opportunities available
**Only shortlisted candidates will be contacted due to the number of applicants. All the best in your job hunt!
