Manager – Workforce Management & After Call Work

Introduction / Job summary

Responsible for analyzing call volumes, call trend, seasonal variations and forecasting of inbound/outbound call volumes and staffing requirement to ensure strategic goals are met and service level objectives are achieved. Apart of staff planning and scheduling, the jobholder is responsible for monitor and manage the performance of after call work that require input or support from process owner.

The Job

Workforce Management

  • Analyzes and forecasts monthly, weekly, daily and half-hourly call volumes and staffing requirements based on historical call trends and business growth objectives
  • Oversees and maintains the Workforce Management (WFM) tools utilized for forecasting and scheduling
  • Forecasts and accounts for growth due to seasonal variations and special events
  • Approves off phone activity plans and schedules to ensure service level objectives are met.
  • Monitors real-time call queues during peak times to ensure customer calls are handled efficiently and reporting adherence discrepancies to management in a timely manner

After Call Work

  • Monitors and manages team member to provide response and progress for all after call works required
  • Liaises with process owner to settle the outstanding issue and call back customer for closing a case
  • Coaches and mentors team members how to close the case in timely manner
  • Leads or participates in project and performs any extra job assigned.

The Person

  • Bachelor degree with 5+ years working experience
  • Experienced service in supervising call center, outbound, telesales or customer retention, posses life insurance is preferred
  • 2+ years experience in analyze call volume, staffing and scheduling call center by using workforce management tools
  • Flexible to work as shift, holiday and weekend day
  • Broad knowledge & experience in call center workforce management and life insurance industry is preferable
  • Ability to deal with the queries of field force distribution on client’s cases and manages positive relationship with effective negotiation skill
  • Ability to listen, coach, motivate, and develop team member
  • Strong leadership and analytical skills.
  • Stress tolerance under pressure

Interested applicants are invited to apply directly by submitting your full resume to

Human Resources Department
FWD Life Insurance Public Company Limited
29th Floor-Sindhorn Building Tower III130-132 Wireless Rd. Lumpini, PathumwanBangkok 10330, Thailand

Only shortlist candidates will be notified.