Workforce Management & Cost Optimization

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.

Requirements/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