Responsible for the management of various Customer Service support functions such as workforce management, data analytics, and performance improvement
Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
Manage the workforce management function from end-to-end, including forecasting, scheduling, and daily monitoring to ensure smooth operations and efficient allocation of resources for the Customer Service team
Leverage data analytics to generate actionable insights for the Customer Service team to improve operational performance and customer experience
Monitor and analyse key performance metrics to ensure achievement of KPIs and business objectives for the Customer Service team
Requirements
Bachelor's Degree and above in any field
Strong written and verbal communication skills
Good working knowledge of MS Office (Excel, PowerPoint)
Prior experience in contact centre support role or similar experience is a plus
Prior experience in banking / financial services is a plus
