New requirement Team Leader, Workforce Management

Job Description

*Role Responsibilities The WFM Manager is responsible for end to end workforce management, forecasting, staffing and scheduling of all segments, lead the real-time team and intraday management of volume and resources, ensure appropriate staffing allocation and availability of frontline staff to achieve service level objectives. Administers contingency action plans as deemed necessary and appropriate.People
• Responsible for day to day performance of CCC with regard to service level and resource planning across all segments and channels.
• Manage real time monitoring of service levels for all queues across markets and sites.
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Brings people along to embrace sustainable change to deliver desired change outcomes. Identifies and takes ownership of opportunities presented through ambiguous situations, generating creative ideas/solutions. Carries out systematic analysis to identify the root cause of problems and makes informed judgments. Challenges the status quo to simplify, rationalise or develop products, processes or services to meet the needs of our internal/external customers.
• Co-ordinate workforce management meeting with key stake holders covering off previous, current and future performance indicators and providing expert recommendations to maximise key KPIs
Client Experience:
• Provide personalised service of the highest level
• Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives
• Work with the management team to Identify, amend and revise processes facilitating a culture of continuous improvement with a long-term focus
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
• Generate ideas for process and service improvement planning
• Monitor workforce management system and enhance reporting capabilities to deliver analysis on adherence/compliance to schedules.
• Collaborate effectively to ensure team goals are achieved by providing input into decision making and problem solving.
• Actively contribute to creating a culture of service excellence.
Compliance Risk And Money Laundering Prevention Requirements
• To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
• Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
• Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
• Uphold the values of the group & company at all times
• Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
Our Ideal Candidate
• Graduate
• 2 years of experience in Inbound or Outbound RTFM
• 2 years of experience in Inbound or Outbound RTFM
• Good Knowledge on Microsoft Excel, Avaya CMS and Verint (Added Advantage)
• Positive, polite, cheerful and courteous
• Flexible to stretch and work across different calendar days and time zones in a week/month
• Age limit (please specify) if applicable.
About Standard Chartered Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If youre looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we cant wait to see the talents you can bring us. Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, youll see how we value difference and advocate inclusion. Together we:
• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
• In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
• Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role youve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers ,

Keyskills :
customer relationssalesqualitysla