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Jobs or company...

Work Force Analyst, Customer Contact

Salary undisclosed

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At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

The incumbent is responsible for assisting in the effective planning, scheduling, and monitoring of workforce resources to optimize operational efficiency within the organization. This role plays a critical part in maintaining a balanced workload and ensuring that staffing levels align with business needs.

Roles and Responsibilities:

Workforce Management and Data Analysis
  • Create and maintain the monthly Volume & Headcount Forecasting for all Line of Business based on forecasted demand, taking into account factors such as service level targets and skills.
  • Preparing the Annual Leave & Roster for Customer Contact Department.
  • Updating and reviewing staff daily & monthly performance for Operations Team.
  • Monitor and review the SL performance on a periodic basis to address unforeseen staffing gaps or surpluses.
  • Analyze workforce data to identify trends and patterns, making recommendations for staffing adjustments and process improvements.
  • Provide regular reports and insights to support informed decision-making.
Reporting & Operations Management
  • To ensure all daily, weekly and monthly reports are prepared accurately within the agreed timescale.
  • To prepare any ad-hoc reports upon request.
  • Participate in Business Continuity Planning activities.
Communication
  • Maintain open communication with team members, Team Leaders, and other relevant stakeholders to ensure alignment between staffing and business goals.
  • Provide guidance to supervisors and agents regarding scheduling and adherence.
Workforce Tools and Technology
  • Upkeep and continuously improve the current workforce management tools utilized for forecasting, scheduling, and reporting.
  • Stay updated on industry best practices and new technology developments in workforce management.

Other Responsibilities
  • Performs other responsibilities and duties periodically assigned by HOU/ HOD in order to meet operational and / or other requirements

Minimum Job Requirements

  • Excellent verbal and written communication skills, including ability to
  • Communicate with internal and external stakeholders.
  • Proficiency in workforce management software and tools.
  • Strong analytical and problem-solving skills.
  • Proficient in MS Office – Word, Excel, PowerPoint, CRM and Power BI (will be an advantage)
  • Degree in related field and/or 3+ years’ work experience.
  • Ability to work in a fast-paced and dynamic environment.
  • Ability to handle and manage work within tight deadlines.
  • Has a pleasant, patient, friendly attitude and a team player.
  • Strong decision making and analytical abilities.
  • Attention to detail and strong organizational skills.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

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