Responsibilities:
BPO - WFM management 6 ventures
- Allocate country volume to all vendors within the specified timeframe
- Audit staffing schedule and offer feedback to ensure that the SLA of 30 seconds is met consistently in each interval.
- Conduct weekly and monthly WFM performance reviews with vendors
- Working closely with vendor for performance improvement
- Create or revamp vendors reports templates
Project & Initiatives
- Conduct an analysis of the country or SEA level performance and commence a project aimed at enhancing key performance indicators (KPIs)
- Engage in projects at function or department level Report
- Provide a weekly and monthly summary of performance to the function lead [BAU]
- Conduct adhoc analysis as required.
Qualifications:
- Fundamental understanding of contact center operations, prediction of workload, and allocation of resources
- 3-5 years of experience in operations or process improvement roles
- Excellent communication skills as this role will required collaboration and alignment with multiple teams
- Strong analytical skills to conduct data-driven decisions
- Creative in problem-solving
- Proficient in Project Management
- Proficient in Excel and PowerPoint
- Adaptable availability and willing to put in additional effort
- This role can be based in other SEA countries that Lazada has presence in
Skills
Functions
Full-Time
Company
192 active jobs
Unit 2901, 29th Floor, Bhiraj Tower, 689 Sukhumvit Road North Klongton Watthana, Bangkok 10110
Industry:
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