Workforce Management & Cost Optimization
Lazada
근무지
Jakarta
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Team and Role Introduction
Workforce Management(WFM) oversee productivity at companies by assessing, analyzing, and reporting employee productivity at the individual, departmental and institutional levels. They determine the best way to utilize employees' productivity skills using techniques and theories of workforce management ultimately aiming to enhance customer satisfaction and optimize costs.
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
• Adaptable availability and willing to put in additional effort
