The Contact Center Workforce Management Officer is responsible for workflow analysis of departmental systems, workforce, and procedures in coordination with the Customer Service function
Job Summary
The Contact Center Workforce Management Officer is responsible for workflow analysis of departmental systems, workforce, and procedures in coordination with the Customer Service function.
The role involves ensuring accurate reporting and compliance across all product lines while managing real-time issues related to service levels and scheduling.
UOB is an equal opportunity employer committed to long-term success guided by its core values and offers a collaborative work environment.
Matching Summary
The Contact Center Workforce Management Officer is responsible for workflow analysis of departmental systems, workforce, and procedures in coordination with the Customer Service function.
Skills & Requirements
Must-have
Service Level management
Real Time Adherence monitoring
Workforce scheduling and planning
Performance data analysis
Customer service partnership
MS Office proficiency
Nice-to-have
Positive and can-do attitude
Self-motivated in dynamic environment
Quick and resolute decision-making
Efficient organization and planning skills
Key Requirements
Bachelor’s/University degree or equivalent experience
At least 2 years related experience
Fluent in Vietnamese and English
Ability to analyze performance data and recommend actions