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DBS Bank
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122 DBS Bank Jobs
Senior Officer, Specialist, Customer Service, Contact Centre
4-5 years
Pune
1 vacancy
Senior Officer, Specialist, Customer Service, Contact Centre
DBS Bank
posted 7hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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.
Key Accountabilities
- We are looking for a results-driven professional who
- Creates long term and short term forecasts
- Applies intermediate knowledge of forecasting methodologies and tools.
- Conducts real time queue management and break management. Effective monitoring of correct aux code usage to be done.
- Generates performance data and dashboards. Publishes performance score cards.
- 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.
- Analyzes actual results against plan and forecast and recommends interventions where appropriate.
- Tracks all the system and network downtime. These reports are then compiled and summarized and used for reporting.
- Works along with TM on the floor will also check on all floor rules and ensures the dos” and don ts” are adhered to and applied across regional based on best practices.
- Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership.
- Make presentations to various levels of management when required
- Works under limited supervision, using established procedures.
- Identify and develop future leadership in Workforce management.
Key Responsibilities
- 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.
- Works closely with TMs, operations managers and support teams to understand headcount levels, helps to develop hiring plans and maintain staff plans.
- Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
- Effectively partners with appropriate business areas to integrate member channel demand into the overall forecast.
- May instruct, guide and oversee work of lower-level professionals when needed.
Required Experience
- At least 4-5 years experience in customer centre. Experience in WFM is required
- Strong MS Excel skills required.
- Knowledge in forecasting and Scheduling.
- WFM systems ( e.g Impact 360, AVAYA CMS, IEX, Aspect, Genesys will be advantageous)
Education and Experience
- Degree / Diploma Holder
Core Competencies
- We want collaborative and analytical team players like you who
- Capacity to understand the business need
- A strong team player
- Customer focus
- Performance driven.
- Strong planning skills
- Meticulous
- Good problem solving and decision making skills
Technical Competencies
- Advance knowledge in MS office especially in MS Excel.
- Knowledge in WFM Software, CMS, BP, WFM, and AVAYA will be advantageous.
Work Relationship
- Direct reporting to Workforce Manager
- Customer Centre Management Team.
- Staff across all levels and divisions in Customer Centre
- Internal & External Vendors.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
DBS Bank Benefits
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DBS Bank Pune Office Location
Pune Office
DBS Bank India, Fortune House, Plot No. 363/2, Gokhale Road, Model Colony, Shivaji Nagar
Pune
Maharashtra 411016
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