Manager, BPO Workforce Management (Cost & Capacity Planning)

● BPO Workforce Management

○ Close-to-actual Service Volume & HC forecast by business requirement & pricing model.

○ Interaction (frontline & back-office) Routing - Skill-group design & governance for resource optimization & load balancing, according to Ops strategy.

○ Partner with Ops & Training team in enabling utilization of desirable shrinkage to improve service quality

○ PIC for Business Continuity Planning & execution in BPO.

● BPO Cost & Budgeting

○ Lead end to end cost exercise and partner with finance on monthly & quarterly budget re-forecasting and accruals..

○ Drive continuous enhancement on settlement automation.

○ Partner closely with chatbot & product ops team to drive improvement in self-help channel & case flow optimization.

○ Work closely procurement to strengthen BPO partnership to support quality improvement for long-run.

○ Drive continuous improvement initiatives by benchmarking performance metrics, identifying optimization opportunities, and implementing data-driven solutions to enhance cost efficiency and resource utilization.

● BPO Resources Governance

○ Agent E2E data online for efficiency drive in cost & productivity.

○ Capacity planning & hiring based on reliable assumption in shrinkages & productivity data.

○ BPO staffing according to contractual requirement.

○ BPO Real-Time governance.

Job Requirements:

1、Bachelor's degree in Business, Finance, Engineering, Operations Research, or a related quantitative field.

2、Minimum of 5 years of professional experience in cost modeling, capacity planning, supply chain analytics, or operations strategy, preferably within e-commerce, logistics, or retail sectors.

3、Strong proficiency in financial and operational modeling using Excel and SQL; experience with Python, Tableau, or Power BI is a plus.

4、Demonstrated ability to translate complex data into actionable business insights and influence cross-functional stakeholders at the M41 level and above.

5、Excellent communication and collaboration skills, with fluency in English; familiarity with Lazada or Alibaba International ecosystem is highly advantageous.