QBE Insurance Group
21h ago

Role Purpose

The role will lead improvements to workforce planning, structural management and management information use.

Role Responsibilities

  • Provision of strategic analysis that results in value-add recommendations to support CSM’s in budgetary decisions
  • Ensure company processes and procedures are followed in leave allocation
  • Ensure company privacy code is maintained at all times in dealing with staff information
  • Provide regular value-add recommendations to the leadership team that result in increased cost efficiencies
  • Meet with and obtain requirements from operations to understand operational requirements
  • Follow business protocol in relation to communication and escalation procedures
  • Management of the timely provisioning of schedules
  • Pro-Active management of shrinkage factors in an effective and balanced manner ensuring that business objectives are meet and service levels achieved.
  • Actively track and report upon staff attendance in accordance with agreed targets. Track attrition, investigate, pre-empt and action underlying causes
  • Management of ACD and WFM systems, ensuring that all documentation is accurate and that knowledge has been shared throughout the team
  • Generation of intra-day performance reports for all key stakeholders
  • Manage the prioritization of individual and team workloads
  • Identify and provide appropriate training requirements within the team to maintain an equitable level of skill
  • Assess individual performance and identify developmental needs through coaching & development
  • Role Requirements Knowledge

  • Excellent knowledge of Workforce Management principles and processes
  • Capacity Planning and Forecasting
  • Advanced knowledge of Workforce Planning Software, ACD Software and hardware, CRM systems.
  • Skills

  • Sound technical knowledge of MS Office products
  • Planning and organization skills
  • Demonstrated ability to analyse and interpret data
  • Commitment to ownership and accountability
  • Demonstrated ability to draw on a diverse range of information and to be able to formulate a proper conclusion for the management of operational risks and business objectives.
  • Well developed technical skills, MS Office products and Call Centre technologies
  • Excellent verbal & written communication skillsExperience
  • 2-4 years experience in Workforce Management
  • At least 1 year comprehensive experience in Workforce Analysis
  • Extensive experience in the delivery of workforce management processes to a call Centre environment
  • Demonstrated experience in providing sound analysis and recommendations specifically to do with workforce management processes and Call Centre performance
  • Preferred experience in managing small teams of specialist personnel
  • Candidate must possess at least a Bachelor's / College Degree , any field.
  • At least 2 year(s) of working experience in the related field is required for this position.
  • Applicants must be willing to work in Cebu.
  • Preferably 1-4 Yrs Experienced Employees.
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