Job Description

JOB PURPOSE: * Responsible to maximize efficiency and occupancy while meeting service objectives across all areas of Contact Centre * Oversee and execute all HR related activities for Contact Centre. * Oversee and execute al JOB PURPOSE: Responsible to maximize efficiency and occupancy while meeting service objectives across all areas of Contact Centre Oversee and execute all HR related activities for Contact Centre. Oversee and execute all activities related to Operational Risk (KRI submissions/Action Plans, Incident Management, DRS, RCSA, BIA/BCP, HSE etc). Assist AVP, Contact Center Scheduling in all business requirements to meet Channels objectives Key Responsibilities: Administration of setup and utilization of WFM software Analysis and reporting of historical centre performance statistics to project forecasts (long-term and short term) Manage staff leave plan and staffing requirements Keep a close watch on intra-day arrival patterns, real-time workload, and inflows/backlogs across inbound and back-office operations to ensure optimum scheduling according to HR policies Responsible for maximizing efficiency and occupancy while meeting service objectives across all areas of Contact Centre Work with training and operations teams to fulfil training requirements to existing and new staff Maintain effective verified and updated business reports (MIS) for Senior Management Develop and sustain effective relationships with all staff, internal and external departments Recommend and apply best service practices, policies and procedures to ensure smooth workflow that can serve towards service excellence culture in the Company. Ensure adherence to Group policies and regulations Execute any additional activities or assignments deployed by AVP, Contact Centre Scheduling Validate and handle the Pay Register/Timesheets for outsourced team members in Distribution. Prepare and maintain monthly and yearly performance data for Contact Centre, Service Quality and Branch Networks. Recommend projects and best service practices that can serve towards service excellence, service excellence culture in the Company. Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction. Assist in drafting/preparing Key documents for the department (Performance Document, Incentive document, adhoc SOP's etc). Act as first point of contact for staff at business divisions for all Operational Risk issues Assist with the annual Risk and Control Self-Assessment (RCSA) exercise as required Collate the monthly and yearly KRI's from all stakeholders within the Contact Centre and ensure that the same are updated on Archer before deadline. Ensure divisional KRIs are reported and monitor risk breaches (update and close action plans as per agreed deadline). Report operational loss incidents and track remediation plans to completion BIA & BCP Annual Review - Maintain and update the annual Business Continuity Plan in line with the RCSA. HSE (Health, Safety and Environment) Complete other ancillary risk assessments (Health and Safety, Reputational etc) as required FAB Contact Center - Core System Activities: Review the report received for activities performed on Core system and identify/investigate the reasons for using the Core System. Update the shared folders and revert to the management of the outcome. (Example of activities - temporary card limit increase, Card Blocking, card Unblocking etc). Purchase Requisitions - ensure that PR's required by the Contact Centre are taken care of and approved end to end Qualifications QUALIFICATIONS, EXPERIENCE, SKILLS AND COMPETENCIES: . About 2 to 3 years' experience in analytics, reporting and dashboards . Proactive and diligent, with analytical thinking skills . Self-motivated and with desire to develop . Ability to develop strong professional relationship within internal staff in various departments . Positive approach and Strong communication skills . Attentive eye to detail . Ability to handle multiple tasks and prioritize workload . Excellent computer skills with extensive experience in MS Office products . Multicultural Awareness Academic/Professional Qualifications: . University Graduation/ High School Degree . Desirable to have a diploma or certification in working domain (HR or ADMIN) . Preferred - Awareness of banking/ financial rules, practices