About UOB
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.
Job Description
Workforce Planning and Forecasting
- Analyze historical data and trends to forecast staffing needs and improve forecast accuracy.
- Develop and maintain short‑term and tactical forecasts for call volumes, handling times, and staffing requirements.
- Collaborate with Operations, MIS, and key stakeholders to align tactical plans with business requirements.
Scheduling and Resource Allocation
- Lead the end‑to‑end scheduling process for the Contact Centre (CC), ensuring optimal coverage across all channels and operating hours.
- Review and continuously enhance scheduling methodologies to improve efficiency and service levels.
- Implement schedule governance, templates, and rules to ensure consistency and fairness
- Support hiring plans, onboarding schedules, and training batches
Performance Monitoring/Real Time Adherence
- Track KPIs such as service level, productivity, and utilization
- Provide insights and action recommendations for Operations to address performance gaps
- Drive improvements in intraday management, shrinkage tracking, and IDP (Interval Daily Planning)
Standard Reporting to Stakeholders
- Ensuring all standard reports are submitted on timely manner with complete and accurate information or data when required by business.
- Provide daily, weekly and monthly reports with actionable insights.
Continuous Improvement
- Identify opportunities to streamline WFM processes across forecasting, scheduling, and RTA.
- Support implementation of automation, AI forecasting, and other WFM technology enhancements.
- Collaborate with stakeholders to resolve operational gaps and reinforce WFM discipline.
Additional Requirements
Be a Part of the UOB Family
UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.
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