Job Description

Job Purpose

The role is based in Kuala Lumpur, Malaysia

StarHub is a globally recognized, Singapore-headquartered Communications, Entertainment and Digital Services company. Founded since the early 2000s and listed in the Singapore Stock Exchange, we have embarked on a multi-year digital transformation journey (DARE+), with an aspiration to transcend traditional telco services to become Singapore\'s digital platform.

In line with our aspiration, we have expanded our talent footprint to Malaysia, opening a full-fledged subsidiary in Petaling Jaya, called HubConnect. Since 2022, HubConnect has grown to over 100+ employees, and will continue to accelerate its rate of growth to become a core extension of StarHub HQ.

We are looking for an experienced Resource Manager to lead a growing team in KL. The main responsibilities will be interpreting and analyzing contact center performance, monitor shrinkage and schedule adherence, managing daily staffing/scheduling and making recommendations to improve the workforce and meet the specific needs of the business.

Responsibilities

• Enhance Customer Experience by ensuring we achieve good Service Level (SL) through accurate load forecasting
• Calculate and rostering staff efficiently to minimize wastage
• Monitor Contact Centre efficiency through monitoring
• Manage and analyse Contact Centre load, to understand the type of calls, email and social posting we are receiving so we can use data to drive down volume or detect outages and any issues that might arise
• Manage Interactive Voice Response (IVR) to route calls efficiently to mitigate impact as and when necessary
• Regulate Contact Centre load by coordinating SMS and Email blasting from other teams (e.g. Marketing, Customer Value Management and Finance)
• Work with other teams to understand how new product and process changes will impact the resources needed and act accordingly
• Lead and coach the Real Time Analytic team (RTA)

• 7 years\' experience in Contact Centre Operations with strong leadership skill and of which 4 - 5 years in a managerial position, especially in a fast-moving and changing environment
• Experience with Workforce Optimization software
• Experience in managing and leading teams
• Preferably trained in Forecasting & Scheduling. (eg COPC certified)
• Strong analytical and quantitative competence, strong knowledge of capacity planning, and schedulers.
• Project management and co-ordination skills

StarHub