Customer Support - Workforce Management (WFM) Manager

Get To Know Our Digital Bank Team

GX is leading a consortium for Digital Bank license and to build a bank with the right foundation - using data, technology and trust to solve problems and serve customers. We advocate for customers, think in their shoes and embrace a strong sense of ownership and accountability to solve customer problems and pain points. We are obsessed with delivering “wow” experiences to win the hearts of our customers. If you have what it takes, help build our new Digibank with us.

Get To Know The Role

• Reporting into the Head of Contact Services/Customer Support, the Workforce Management Manager is responsible to optimise our customer support operations by ensuring optimal utilization of resources and maintaining real-time adherence to schedules. The ideal candidate will have a strong analytical mindset, excellent communication skills, and the ability to thrive in a fast-paced environment.
• Workforce Planning: Collaborate with operational teams to forecast staffing needs based on historical data, call volume trends, and business projections.
• Scheduling: Develop and maintain efficient and effective schedules for contact center agents and back-end staff to ensure coverage meets operational requirements and service level agreements (SLAs).
• Real-Time Monitoring: Utilize workforce management tools to monitor agent adherence to schedules, identify trends, and make real-time adjustments to optimize resource allocation.
• Performance Analysis: Analyze key performance metrics such as service levels, average handle time, and forecast accuracy to identify areas for improvement and implement strategies to enhance operational efficiency.
• Reporting: Generate regular reports and dashboards to track performance metrics, staffing levels, and adherence to schedules. Provide insights and recommendations based on data analysis to drive informed decision-making.
• Training and Support: Provide training and support to operational teams on workforce management tools and best practices for schedule adherence and optimization.
• Cross-Functional Collaboration: Collaborate with stakeholders across departments, including operations, human resources, and IT, to align workforce management strategies with organizational goals and objectives.
  
  

The Candidate Must Haves

• 3-5 years’ proven experience in workforce management, real-time adherence, or capacity planning within a contact center or back-end operations environment.
• Proficiency in workforce management software along with advanced proficiency in Microsoft Excel or similar data analysis tools.
• Bachelor’s degree in a related field
• Strong analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
• Excellent communication skills with the ability to effectively communicate complex concepts and collaborate with cross-functional teams.
• Detail-oriented with strong organizational and time management skills to prioritize tasks and meet deadlines in a dynamic environment.
• Ability to adapt to changing business needs and make data-driven decisions to optimize resource allocation and improve operational performance.
• Experience with customer support technologies, telephony systems, and call routing strategies is a plus.
• Can use own initiative with the ability to focus on the important details to deliver a high-quality professional service
• Proficiency in using Microsoft products such as Excel, PowerPoint, Word; and Google Suite