Workforce & MIS Officer

Ensure effective management of staffing resources to meet customer service demand and maintain high service levels. This role involves overseeing workforce planning, scheduling, and real-time adjustments in staffing to optimize the call center's performance and efficiency.
Communicate the team’s daily performance.
Support the supervisor to sort the actual versus planned agents’ headcount
Coordinate with the Human Resources and external agencies to interview applicants for agent positions
Monitor and track the attendance within the CRC.
Generate the scheduling and coordination of required training programs and schedules for the CRC teams.
Generate the team members’ performance KPI’s
Liaise with the external recruitment agency the required candidate for hiring.

Minimum 1 year of experience in banking or relevant with focus on customer relationship management
Planning and organizing
Communication and interpersonal skills
Presentation skills
Coaching skills

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