Job Description

• Strategic allocation with key partners to drive cost efficiency & service levels consistency of assigned countries
• Execute forecasting models of contacts based on historical data, business trends & expected demand
• Collaborate with automation team on volume inflow strategies for service levels consistency & quality
• Partner with BPO to uplift workforce performance metrics to identify trends and areas for improvement
• Deep dive operational metrics to improve performance & create remedial actions to achieve target goals
• Provide business insights & recommendations to leadership based on workforce performance and data analysis
• Execute project governance plans, project schedules, success criteria, and project milestones
• Run budgeting and cost analysis through collaboration with business for close-to-actual forecast accuracy, P&L ownership with Finance
• Support Local & Regional Finance and Procurement Business Partner in invoicing & procurement processes

Job Requirements

• In-depth understanding of workforce management principles in a contact center environment.
• Minimum 2 experience in workforce management & planning; preferably at business side or consulting
• Eager to learn & work with teams across SEA markets and diverse cultures
• Strong analytical and problem-solving skills, with the ability to interpret data and make actionable decisions
• Good communication skills, with the ability to communicate effectively at all levels within the organization
• Good people skills, to collaborate with the team with empathy in changing environments
• Agile and flexible with the pace of a high-pressure working environment & industry
• Natural with numbers, strong analytical skills and structured process thinking, attentive to detail
• Fluent English communications.