About The Role
As a
Workforce, MIS & RTA Head under the Contact Center Channel, you will be responsible for developing and managing forecasting and scheduling models, as well as methodologies needed for analysis, volume assessment, statistical baseline forecasts, and capacity planning. The main duties include managing and maintaining the contact center's data center to ensure a common source of information and data.
How You'll Contribute
- Analyze key performance metrics impacting service levels and implement solutions to address gaps and adjust staffing needs as required
- Oversee real-time performance of inbound and provide recommendations on planning strategies to protect service levels
- Analyze the impact of volume, AHT, and shrinkage on the manpower requirements
- Implement projects and provide reports in a clear, systematic & timely manner
- Gather and analyze data to understand the key volume drivers and incorporate into forecasting and planning
- Implement projects and provide reports in a clear, systematic & timely manner
What We're Looking For
- Bachelor's degree in any field
- 7-10 years of relevant experience in customer service, contact center, and workforce management in BPO setting
- Contact center background in the banking industry is a plus
- Strong background in reporting tools, involvement in the preparation of assessment reports, findings, and root-cause analysis
- With strong communication and coordination skills, assertive, detail and results oriented.
- Willing to work on premises in Makati Head Office
About Security Bank
Security Bank is one of the Philippines best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.
We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes World's Best Employers 2023 list.
At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): YOU matter.
Start your BetterBanking career with us today.
