Analytics & Real-Time Monitoring Officer - Workforce Management (Banking Sector Client - Contac[...]

D L Resources Pte Ltd; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A recruitment agency is seeking candidates for a dynamic call center management role in London. The position requires applicants to monitor call metrics, manage attendance, and promote digital adoption through effective teamwork. Candidates must have a diploma, proficiency in Microsoft Office, and be willing to work shifts including weekends and public holidays. This role is focused on enhancing customer experience and operational efficiency.

Qualifications

• Able to work in shift including weekends and Public Holiday.
• Fast on action and work unrepentantly.
• Willing to learn new tools related to Workforce Management.

Responsibilities

• Monitor real-time call queue and manage real-time adherence.
• Track attendance and incident reporting.
• Monitor call center agent metrics and manage activities.
• Cooperate with department heads as needed.

Skills

Proficient in Microsoft Office

Willing to learn new tools

Fast on action

Education

Diploma and above

Job description

Banking Sector Client - Interested Candidates Please Apply Directly or Reach Out To Our Recruiters

(Law Bing Yee - [phone] | EA License No. 24C2333 EA Personnel No. R23114521)

Work Location

Must be okay with Both Alexandra and Maple Tree Business Centre

Shift Timing

5 working days, 1 rest day and 1 off day per week

42.5 hours per week

Staggered shift hours: 8.5 working hours between 7 am to 12:30 am; 1-hour meal break in between

Rest Day and Off Day: Scheduled by Client (1 weekday + 1 weekend, non-consecutive)

Or otherwise advised by the Client

You will be part of the dynamic team to promote digital adoption for our valued customers through collaboration with our business partners. At the same time, you will work towards process optimization to ensure Contact Centre work with efficiency in the providing a seamless customer journey.

Responsibilities

• Monitor real time call Queue and manage real time adherence in different hotlines to meet the KPIs and service level.
• Monitor call centre agent call time and call metrics
• Attendance tracking and incident reporting.
• Monitor and manage the floor to use correct activity code, control of talking time and unscheduled activities.
• Corporate with department heads with other duties.

Qualifications

• Diploma and above
• Fast on action and work unrepentantly
• Willing to learn new tools related to WORKFORCE MANAGEMENT or Workforce Monitoring
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Able to work in shift including weekends and Public Holiday

Work Force Management - Call Centre

Call center workforce management (WFM) is the solution that can help organizations forecast staffing needs, manage payroll, deliver an outstanding customer experience (CX), and more. Read on to learn how to thrive through your organizational dinner rushes with WFM.

• Staff forecasting and scheduling
• Time and attendance tracking
• Real-time team management/Calls monitoring
• (Customer Service) Business Reporting and analytics