Workforce Management Specialist (Contact Centre - Call Centre Support)

D L RESOURCES PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A contact centre solutions provider in Singapore is seeking a team member to promote digital adoption and optimize processes. Responsibilities include monitoring call queues, tracking attendance, and collaborating with department heads. Candidates should have a diploma and be proficient in Microsoft Office. Shift work including weekends and public holidays is required.

Qualifications

• A diploma or higher is required.
• Ability to act swiftly and work tirelessly.
• Open to learning new workforce management tools.

Responsibilities

• Monitor real-time call queue and adherence to meet KPIs.
• Track attendance and report incidents.
• Manage floor activities and ensure correct usage of activity codes.
• Collaborate with department heads on various duties.

Skills

Proficient in Microsoft Office

Fast on action

Willing to learn new tools

Education

Diploma and above

Job description

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 12:30am 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 Q and manage real time adherence in different hotlines to meet the KPIs and service level.
• 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.

Requirements

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