Primary Details Time Type: Full time
Worker Type: Employee
This role will ensure the delivery of effective and efficient schedules, from scheduling phase through to real time analysis. An end to end WFM role, responsible for the scheduling and real time management of Short Tail Claims teams.
Primary Responsibilities
Produce schedules for all staff in line with forecasts to meet business targets
Ensure schedules are produced in line with HR policies and Enterprise Agreements
Schedule all off phone activities for all staff to ensure business targets are achieved
Co-ordinate any meetings, training requirements of the teams
Maintain leave trackers and manage associated leave process
Highlight areas of concern in schedules
Timely publication of schedules
Organizing extra hours or reduced hours in line with expected workloads
Proactive intraday management of schedules and workgroups to ensure Grade of Service targets are met
Ability to produce ad-hoc reports in response to changing business requirements
Maintenance of data integrity and quality
Maintain Automatic Call Distribution (ACD) and WFM systems
Work collaboratively with stakeholders to provide insights and feedback by monitoring and reporting on performance of teams and individual staff against key performance indicators
Required Education
Bachelor's Degree or equivalent combination of education and work experience
Required Experience
3 years relevant experience
Preferred Competencies/Skills
Technical knowledge on MS Office applications
Business Analytics and Presentation (interpret data)
Critical Thinking
Planning and organization skills
Ability to work under pressure whilst maintaining clear priority on task allocation and attention to detail
Excellent oral and verbal communication skills
Expertise on ICBM, Verint and Genesys Platforms and other Call Centre tools
Preferred Education
Bachelor's Degree or equivalent combination of education and work experience
Preferred Experience
Experience in a similar role and using a Workforce Planning Tools such as Verint and Genesys are preferred
Preferred Licenses/Certifications
Verint Training Completion
ICBM/MS Teams Training
Genesys Platform Training Completion
Preferred Knowledge
Fundamental understanding of all aspects of Workforce Management
An understanding of Call Centre technologies
Foundational knowledge of insurance services
QBE Cultural DNA
Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) - because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:-We are customer-focused-We are technical experts-We are inclusive-We are fast-paced-We are courageous-We are accountable-We are a teamAll employees are expected to adhere to QBE's Code of Ethics and Conduct and apply sound risk management practices
US Only - Disclaimer
To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.
Job Type
Individual Contributor
Australia/New Zealand Only - Advice/Non-Advice
Non-Advice: This role is not authorised to provide financial product advice to retail customers in respect of General Insurance products. Financial product advice, means a statement or recommendation made to a retail customer with the intention of influencing their decision in considering a general insurance product.
Global Disclaimer
The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.
Application Close Date: 29/09/2022 11:59 PM
How to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
QBE Insurance
Worker Type: Employee
This role will ensure the delivery of effective and efficient schedules, from scheduling phase through to real time analysis. An end to end WFM role, responsible for the scheduling and real time management of Short Tail Claims teams.
Primary Responsibilities
Produce schedules for all staff in line with forecasts to meet business targets
Ensure schedules are produced in line with HR policies and Enterprise Agreements
Schedule all off phone activities for all staff to ensure business targets are achieved
Co-ordinate any meetings, training requirements of the teams
Maintain leave trackers and manage associated leave process
Highlight areas of concern in schedules
Timely publication of schedules
Organizing extra hours or reduced hours in line with expected workloads
Proactive intraday management of schedules and workgroups to ensure Grade of Service targets are met
Ability to produce ad-hoc reports in response to changing business requirements
Maintenance of data integrity and quality
Maintain Automatic Call Distribution (ACD) and WFM systems
Work collaboratively with stakeholders to provide insights and feedback by monitoring and reporting on performance of teams and individual staff against key performance indicators
Required Education
Bachelor's Degree or equivalent combination of education and work experience
Required Experience
3 years relevant experience
Preferred Competencies/Skills
Technical knowledge on MS Office applications
Business Analytics and Presentation (interpret data)
Critical Thinking
Planning and organization skills
Ability to work under pressure whilst maintaining clear priority on task allocation and attention to detail
Excellent oral and verbal communication skills
Expertise on ICBM, Verint and Genesys Platforms and other Call Centre tools
Preferred Education
Bachelor's Degree or equivalent combination of education and work experience
Preferred Experience
Experience in a similar role and using a Workforce Planning Tools such as Verint and Genesys are preferred
Preferred Licenses/Certifications
Verint Training Completion
ICBM/MS Teams Training
Genesys Platform Training Completion
Preferred Knowledge
Fundamental understanding of all aspects of Workforce Management
An understanding of Call Centre technologies
Foundational knowledge of insurance services
QBE Cultural DNA
Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) - because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:-We are customer-focused-We are technical experts-We are inclusive-We are fast-paced-We are courageous-We are accountable-We are a teamAll employees are expected to adhere to QBE's Code of Ethics and Conduct and apply sound risk management practices
US Only - Disclaimer
To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.
Job Type
Individual Contributor
Australia/New Zealand Only - Advice/Non-Advice
Non-Advice: This role is not authorised to provide financial product advice to retail customers in respect of General Insurance products. Financial product advice, means a statement or recommendation made to a retail customer with the intention of influencing their decision in considering a general insurance product.
Global Disclaimer
The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.
Application Close Date: 29/09/2022 11:59 PM
How to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
QBE Insurance
Other Info
Cebu
Permanent
Full-time
Permanent
Full-time
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QBE Insurance
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Position forecasting & scheduling Analyst recruited by the company QBE Insurance at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on Forecasting & Scheduling Analyst or QBE Insurance company in the links above