Drive operational efficiencies and cost control across contact centre and ground operations.
Support overall business unit performance through maximising workforce utilisation and minimising service disruption.
Customer
Act as the central coordination hub between Business Units, Demand Planning, and Transport.
Deliver high-quality service to internal stakeholders through accurate, timely, and transparent workforce deployment and communication.
Provide real-time visibility, escalation management, and issue resolution across the organisation.
Lead a high-volume, 24/7 contact centre managing all inbound and outbound operational communications.
Ensure accurate capture, validation, and dissemination of workforce data across stakeholders.
Maintain real-time coordination of operational changes, disruptions, and requirements.
Process
Own the end-to-end workforce deployment lifecycle, from planning validation through to execution on the ground.
Establish, govern, and continuously improve ICC SOPs, controls, and operating frameworks.
Oversee workforce mobilisation across multiple sites daily.
Ensure employees
Follow assigned rosters
Board correct buses
Arrive on time to assigned locations
Ensure adherence to processes covering
Shift allocation and deployment
Attendance tracking and compliance
Transport boarding accuracy
Replacement and backfill management
Manage real-time replacement planning and execution to ensure uninterrupted service delivery.
Innovation
Lead the digital transformation of the ICC, embedding a data-driven operating model.
Identify and eliminate non-value-add activities, driving process standardisation and optimisation at scale.
Implement and optimise technologies including
Workforce management systems
Real-time attendance and tracking solutions
Automated communication platforms
Operational dashboards and analytics tools
Leverage advanced analytics and predictive insights to anticipate absenteeism, demand fluctuations, and operational risks.
Drive automation and continuous improvement to manage high transaction volumes efficiently and accurately.
Designing, practicing and delivering complex Business continuity planning across a range of serious scenarios including Flood/Fire/War/Contagious Outbreak
Selection Criteria
Lead the digital transformation of the ICC, embedding a data-driven operating model.
Identify and eliminate non-value-add activities, driving process standardisation and optimisation at scale.
Implement and optimise technologies including: Workforce management systems
Real-time attendance and tracking solutions
Automated communication platforms
Operational dashboards and analytics tools
Leverage advanced analytics and predictive insights to anticipate absenteeism, demand fluctuations, and operational risks.
Drive automation and continuous improvement to manage high transaction volumes efficiently and accurately.
Designing, practicing and delivering complex Business continuity planning across a range of serious scenarios including Flood/Fire/War/Contagious Outbreak
