SO, Real Time Analyst
UOB(6 months ago)
About this role
A Workforce Management Analyst at UOB oversees workforce scheduling and performance monitoring for contact center programs, ensuring service level agreements are met. The role focuses on analyzing call volumes and performance data, producing regular reports, and supporting operations with staffing and process improvement recommendations.
Required Skills
- SLA Management
- Call Analysis
- Schedule Management
- Data Analysis
- Reporting
- Workforce Management
- VBA Macros
- Microsoft Excel
- Verint
- Avaya
+5 more
Qualifications
- Degree or Diploma
About UOB
uobgroup.comUOB is rated as one of the world's top banks, with a global network of 500 branches and offices across 19 countries and territories in Asia Pacific, Europe and North America.
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