Officer, Specialist, Customer Service

DBS Bank; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

DBS Bank in Pune is seeking a Workforce Management analyst to forecast contact center workload, design rostering, and support service levels across channels. You will develop MIS reports and provide data-driven insights to Operations leadership, driving efficiency and effective capacity planning.

The role requires strong Excel skills, experience in forecasting and scheduling, and familiarity with WFM systems.

Qualifications

• 4–5 years experience in customer center; WFM experience required.
• Strong MS Excel skills.
• Knowledge in forecasting and scheduling.
• Experience with WFM systems is advantageous.
• Bachelor’s degree required.
• Excellent planning and analytical skills.

Responsibilities

• Forecast long-term and short-term workloads.
• Create forecasts and rostering to meet service level targets.
• Build MIS reports for performance management.
• Provide data-driven insights to Operations and management.
• Publish performance scorecards.
• Coordinate with TMs and operations managers on headcount.

Skills

Forecasting

Scheduling

MS Excel

WFM

Data analysis

Education

Bachelor's degree

Tools

Impact 360

IEX

Aspect

Genesys

Job description

Role Overview:

Analyzes contact center trends, including call volumes and call patterns, to forecast workload needed to support various channels. Ensures service level targets are met through accurate forecasting and rostering in support of various business areas. Builds MIS reporting for performance management and provides data and additional information to be used for capacity planning. Delivers results of analysis and recommendations to Operations and management team as needed.

Requirements:

1. Creates long term and short-term forecasts
2. Applies intermediate knowledge of forecasting methodologies and tools.
3. Works closely with TMs, operations managers and support teams to understand headcount levels, helps to develop hiring plans and maintain staff plans.
4. Conducts real time queue management and break management. Effective monitoring of correct aux code usage to be done.
5. Generate performance data and dashboards. Publishes performance score cards.
6. Utilizes data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back-office functions.
7. Responsible for the scheduling process through system and if required through manual methodology. Prioritizing the needs of the business while best meeting the needs of CSOs.
8. Analyzes actual results against plan and forecast and recommends interventions where appropriate.
9. Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
10. Tracks all the system and network downtime. These reports are then compiled and summarized and used for reporting.
11. Works along with TM on the floor will also check on all floor rules and ensures the dosrdquor; and don tsrdquor; are adhered to and applied across regional based on best practices.
12. Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership.
13. Effectively partners with appropriate business areas to integrate member channel demand into the overall forecast.
14. Make presentations to various levels of management when required
15. Works under limited supervision, using established procedures.
16. May instruct, guide and oversee work of lower-level professionals when needed.

1. Identify and develop future leadership in Workforce management.

Work Relationship:

1. Direct reporting to Workforce Manager
2. Customer Centre Management Team.
3. Staff across all levels and divisions in Customer Centre
4. Internal External Vendors.

Education and Experience:

1. Degree Holder
2. At least 4-5 year s experience in customer center. Experience in WFM is required.
3. Strong MS Excel skills required.
4. Knowledge in forecasting and Scheduling.
5. WFM systems ( e.g Impact 360, IEX, Aspect, Genesys will be advantageous)

Core competencies:

1. Capacity to understand business needs
2. A strong team player
3. Customer focus
4. Performance driven.
5. Strong planning skills
6. Meticulous
7. Good problem solving and decision-making skills

Technical Competencies:

1. Advance knowledge in MS office especially in MS Excel.
2. Knowledge in WFM Software, CMS, BP, WFM, and AVAYA will be advantageous

Location:

Pune-DBIL

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time

Disclaimer:

This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.