Workforce & Portfolio Manager

Job Summary This role will be responsible for generating and reporting reports as per Business, Group, and Regulator requirements, providing a bird's eye view to Client Centre management on KPI progress, and ensuring frontline capacity planning, target setting, and administration through proper workforce scheduling. Additionally, the role involves arranging and conducting meetings to improve departmental performance, preparing for monthly and annual performance reviews to establish goals and development plans, and ensuring Call Center KPIs are met within targets, reporting any breaches to management.
Key Responsibilities
Responsible for generating reports as per business requirements.
Coordinate with relevant stakeholders on day-to-day activities.
Provide a bird's eye view to Client Centre management on KPI progress.
Ensure high self-knowledge on all products and processes, keeping oneself updated.
Responsible for frontline capacity planning, target setting, and...