About this role
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
Key Responsibilities
Responsible for managing and ensuring the service level agreements for various programs are met
Manage the call volume, daily attendance and program break schedules
Analyse data to outline reasons for under/over performance and recommend actions to improve performance
Assist with creation of metrics and targets to meet service level performance
Generate ideas for process improvement planning
Produce daily, biweekly and monthly internal reports
Runs and analyse reports to provide workable recommendations to Operations Team for adjusting staffing levels to meet departmental productivity goals.
Analyse call volume and trends on any exceptional deviations
Monitor and develop effective schedule to maximize the use of resources and activities
Support the implementation of service level action plans
Update daily exceptions requests, schedules and responds to escalated issues and ad-hoc requests.
Undertakes and performs other duties as and when required
Key Requirements
Must have:-
A recognised Degree or Diploma
Minimum 2 to 3 years of relevant experiences
Ability to work in fast-paced environment and under tight timelines
Ability to work under shift rotation (earliest shift starts at 6:00am while latest shift ends at 12am, any day from Monday to Sunday
Advanced level Microsoft Excel skills and well verse in VBA macros knowledge will be an advantage
Excellent analytical and mathematical skills
Capable of managing multiple concurrent projects
Attention to detail and high levels of accuracy
Familiar with Verint Workforce Management, CMS and Avaya tools
Essential Technical Skill:-
Proficient in Microsoft Office (Word and Excel)
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.
Apply now and make a Difference
Other facts
About UOB
We’re here to do Right By You.
At UOB, we aspire to build a better future for the people and businesses in the region.
Through our extensive network and suite of capabilities, we offer financial solutions to the people and businesses within, and connecting with ASEAN.
We create solutions tailored to your unique needs through data and relationship-led insights.
Our comprehensive regional network and one-bank approach connects your business to new opportunities in ASEAN.
We help businesses to advance responsibly and guide personal wealth to grow sustainably. We foster inclusiveness and environmental well-being for stronger societies.
This is how we stay committed to forging a sustainable future for generations to come.
Note: For the terms of use of our LinkedIn channel, please visit: https://go.uob.com/socialmedia
What you'll do
- The role involves managing service level agreements and analyzing data to improve performance. Additionally, the analyst will generate reports and assist in staffing adjustments to meet productivity goals.
Ready to join UOB?
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