Wfm Team Lead

Role & responsibilities

Call 7200550458, 9361349589, 7092982513

• Responsible for day to day performance of CCC with regard to service level and resource planning across all segments and channels.
• Manage real time monitoring of service levels for all queues across markets and sites.
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Brings people along to embrace sustainable change to deliver desired change outcomes. Identifies and takes ownership of opportunities presented through ambiguous situations, generating creative ideas/solutions. Carries out systematic analysis to identify the root cause of problems and makes informed judgments. Challenges the status quo to simplify, rationalise or develop products, processes or services to meet the needs of our internal/external customers.
• Co-ordinate workforce management meeting with key stake holders covering off previous, current and future performance indicators and providing expert recommendations to maximise key KPIs

Client Experience:

• Provide personalised service of the highest level
• Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives
• Work with the management team to Identify, amend and revise processes facilitating a culture of continuous improvement with a long-term focus
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
• Generate ideas for process and service improvement planning
• Monitor workforce management system and enhance reporting capabilities to deliver analysis on adherence/compliance to schedules.
• Collaborate effectively to ensure team goals are achieved by providing input into decision making and problem solving.
• Actively contribute to creating a culture of service excellence.

Compliance Risk And Money Laundering Prevention Requirements

• To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
• Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
• Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
• Uphold the values of the group & company at all times
• Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.