WFM & Cost Optimization-Customer Care

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