Head of Resource Planning & Workforce Management – Singapore

Head of Resource Planning & Workforce Management – Singapore (CCP0075)

£70,000 - £80,000 + Bonus & Benefits

Contact Centre Partners are working with a phenomenal financial services business growing through huge growth and expansion with their Asian contact centres. They are currently looking for a Head of Resource Planning & Workforce Management for their call centre operation in Singapore.

The Head of Resource Planning & Workforce Management is responsible for overall management and direction of the workforce team both locally in Singapore and regionally across Asia.  

Our client is looking for a Head of Resource Planning & Workforce Management who has experience of managing the Resource Planning and MI functions within a large scale multi-skilled call centre environment.

Working in Singapore will be a fantastic opportunity within a fantastic continent. The role will be heavily involved in designing and implementing the call centre strategy within the business, and will be instrumental in delivery the aggressive growth and change projects planned for the next three years.

Specific Requirements:

·         Providing expert advice supporting function leader and business leader level decision making regarding short term and long term workload and resource requirements to meet demand

·         Delivering detailed short term workload projections, resource gap analysis and appropriate resource plans to ensure delivery of business plans across the balanced scorecard

·         Build and maintain strong, engaging relationships with senior internal stakeholders across all Customer Centres and  wider areas across the organisation

·         Engage with key stakeholders at a function and business leader level to ensure service delivery is fit for purpose, designing, agreeing and implementing service delivery and key performance measures

·         Benchmark performance and use external best practice to deliver best in class forecast accuracy

·         Determine appropriate resource levels and ensure the right skilled  individuals are in place to deliver consistently high performance supporting service activity

·         Identify and utilise operational ‘levers’ such as shrinkage options and shift optimisation to ensure sufficient resource is available to meet demand

·         Provide passionate, driven,  leadership with a ‘can-do’ mentality to establish and maintain a high performance culture evidenced through highly motivated, capable and engaged team members

·         Participate in cross functional and organisation wide projects and change initiatives to provide subject matter advice and guidance ensuring successful delivery and achievement of goals and objectives across the balanced scorecard

The Person:

The person will demonstrate sound judgment and fairness when administering policies and procedures, and will ensure their team accurately tracks and manages call centre schedule adherence. They will also monitor absenteeism levels and work with Management and HR on attendance management initiatives.

The Head of Workforce Management will be responsible for preparing daily/weekly/monthly reports and distribute to the Management team, and they will manage seat utilization/optimization to ensure call centre goals are met.

Skills Specifications:

·         Experience of large resource management and leadership roles within a Call Centre/Customer Centre environment

·         Knowledge of short term and long term workload forecasting techniques

·         Good influencing skills and high impact with internal and external stakeholders

·         Clearly evidenced ability to manage, develop and motivate people

·         Industry knowledge gained from financial positions covering contact centres and ‘back-office’ processing areas

·         Good communication and presentation skills, able to communicate complex and technical messages to a variety of technical and non technical audiences

·         Forecast and planning activity up to 24 months 

·         Experience of Call Volume, AHT and FTE forecasts

·         Experience of Process Gap analysis

·         Experience of tracking business performance, service levels achieved, attrition, shrinkage etc

Interviews will be taking place via Skype and my client is looking to appoint the new Head of Resource Planning & Work Force Management ASAP.

If you are interested in this fantastic opportunity please email mark@contactcentrepartners.com or call the Contact Centre Partners offices on 020 3086 9911.

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