Job Summary:
The Workforce Management Officer oversees data access, generation, and reporting to support business needs, ensuring data integrity and quality. Key responsibilities include designing MIS requirements, developing forecasting and scheduling models, managing the CCC's data center, and preparing employee scorecard calculations.
Educational Background:
- Bachelor's degree in Business Administration, Accountancy, Mathematics, or any related field
Qualifications:
- Minimum of 3-5 years of customer service experience in an officer capacity within a financial institution
- Minimum of 1-2 years of experience in Management Information Systems (MIS) or performing similar duties, with a focus on workforce management
- Experience in handling contact center metrics and workforce analytics, demonstrating proficiency in best practices within a call center environment
- Strong understanding of workforce planning, scheduling, and performance management to optimize resource allocation and enhance service delivery
- Good team player with the ability to propose solutions proactively; keen on accuracy and detail-oriented
- • Excellent written and oral communication skills, along with strong time management and organizational abilities.
