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The Role
Monitor real-time contact center performance and agent adherence; execute intraday staffing actions; analyze operational data and produce reports; coordinate with Forecasting, Scheduling, and Operations; escalate incidents and support contingency plans; participate in WFM tool testing and continuous improvement initiatives.
Summary Generated by Built In
Real-Time Operations Management
- Monitor real-time contact center performance, including service level, queue status, call volumes, average speed of answer (ASA), abandonment rate, occupancy, and agent availability.
- Monitor agent adherence and conformance to published schedules, identifying variances and taking appropriate actions with Operations.
- Analyze intraday performance against forecasts and staffing plans, recommending staffing adjustments to meet operational targets.
- Coordinate with Operations, Scheduling, and Capacity Planning teams to manage staffing levels based on changing business demands.
- Execute real-time staffing actions, including overtime, voluntary time off (VTO), shift extensions, schedule changes, and skill reassignments where appropriate.
- Monitor workforce management (WFM) systems to identify call routing issues, system outages, or operational disruptions that may impact service delivery.
- Escalate operational risks, service level breaches, and system incidents to the appropriate stakeholders in a timely manner.
- Support contingency plans during unexpected volume spikes, system outages, or business continuity events.
- Ensure agent skill assignments and routing profiles remain accurate to support operational requirements.
- Generate and distribute real-time, hourly, daily, weekly, and monthly operational reports and dashboards.
- Communicate intraday performance updates, staffing recommendations, and operational alerts to management and key stakeholders.
- Maintain accurate documentation of intraday actions, staffing adjustments, and operational incidents.
- Analyze real-time operational data to identify trends, staffing risks, and opportunities for improving workforce efficiency.
- Provide recommendations to improve schedule adherence, occupancy, productivity, and service level performance.
- Collaborate with Forecasting, Capacity Planning, Scheduling, and Operations teams to improve workforce planning accuracy and execution.
- Support continuous improvement initiatives related to workforce management processes, reporting, and system enhancements.
- Participate in testing and implementation of new WFM tools, processes, and operational changes.
- Ensure compliance with workforce management policies, operational procedures, and service delivery standards.
- Monitor contact center system incidents and outages and escalate to the GT team, System Management team and relevant stakeholders to support timely resolution, minimize operational impact, and maintain business continuity.
- Perform other duties and special projects as assigned by management
Performance Analysis & Continuous Improvement
- Analyze real-time operational data to identify trends, staffing risks, and opportunities for improving workforce efficiency.
- Provide recommendations to improve schedule adherence, occupancy, productivity, and service level performance.
- Collaborate with Forecasting, Capacity Planning, Scheduling, and Operations teams to improve workforce planning accuracy and execution.
- Support continuous improvement initiatives related to workforce management processes, reporting, and system enhancements.
- Participate in testing and implementation of new WFM tools, processes, and operational changes.
- Ensure compliance with workforce management policies, operational procedures, and service delivery standards.
- Monitor contact center system incidents and outages and escalate to the GT team, System Management team and relevant stakeholders to support timely resolution, minimize operational impact, and maintain business continuity.
- Perform other duties and special projects as assigned by management
Relevant Work Experience
- Individuals with prior experience in real-time management experience in a centralized contact center environment is preferred.
- Experience in automating task/reports that are manual to reduce cycle time and defects is preferred.
Skills Required
- Experience with Workforce Management (WFM) systems and tools
- Ability to monitor and act on contact center KPIs (ASA, service level, occupancy, abandonment, adherence)
- Experience executing intraday staffing actions (overtime, VTO, shift changes, skill reassignments)
- Experience generating and distributing operational reports and dashboards
- Strong communication and stakeholder management for escalations and performance updates
- Experience supporting system incident escalation, business continuity, and contingency plans
- Participation in testing and implementation of WFM tools and process improvements
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The Company
What We Do
CIMB Group is a leading ASEAN universal bank, one of the largest Asian investment banks and one of the world's largest Islamic banks. We are headquartered in Kuala Lumpur, Malaysia and offer consumer banking, commercial banking, wholesale banking, Islamic banking, and asset management products and services. As the fifth largest banking group in ASEAN, we have over 36,000 staff in 16 locations across ASEAN, Asia and beyond. CIMB Bank and CIMB Islamic Bank are members of PIDM.
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