DBS Bank · 1 day ago
Specialist, Customer Service, Contact Centre-Planning/Monitoring, Consumer Banking, Technology and Operations
Centre County, PA
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expDBS Bank is focused on creating a sustainable banking experience and is seeking a Specialist in Customer Service for their Contact Centre. The role involves managing call centre financials, driving analytics for efficiency, and overseeing various strategic projects to enhance customer and employee experience.
BankingFinanceFinancial Services
Responsibilities
Drive analytics to identify efficiency gaps in CCTR processes
Monitor the CCTR expenses to ensure the Costs stay within Budget
Liaise with multiple team to identify cost saving opportunities
Liaise with multiple stakeholders to identify efficiency enhancing opportunities
Drive improvement projects
Deliver required reports for effective measurement of CCTR metrics
Perform WFM related activities – Forecasting, Staffing, Scheduling, RTA
Generates performance data and dashboards. Publishes performance score cards
Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership
Make presentations to various levels of management when required
Be the CCTR SPOC for various strategic projects
Ensure all the needs from CCTR are satisfied as part of project development
Ensure the Servicing scenario is streamlined and efficient
Qualification
Required
10+ years of experience in diverse profiles (Operations, WFM, Analytics, Project Mgmt) in CCTR/related industries
Preferred
Proficient in MS Excel and VBA macro, Power apps are added advantage
Experience in WFM tools (i.e Verint WFM, Nice IEX)
Bachelor's Degree from a recognised University
Company
DBS Bank
DBS Bank is a digital banking firm that offers consumer, SME, and corporate banking services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.99B2025-08-25Post Ipo Debt· $489.41M
2025-03-14Post Ipo Debt· $2B
2023-09-06Post Ipo Debt· $1.5B
Leadership Team
C
Chong Lim Chew
Managing Director
Helge Muenkel
Group Chief Sustainability Officer
Recent News
2026-01-23
2026-01-22
Company data provided by crunchbase