AI-generated summary
- Forecast volumes & HC; set routing/skill groups; run real-time governance & BCP.
- Join Lazada Express Malaysia: drive settlement automation; partner with chatbot/product ops.
- Own BPO cost & capacity planning; lead budgeting, procurement & CI!
Undisclosed
Malaysia, Kuala Lumpur
Job Description
● BPO Workforce Management
○ Close-to-actual Service Volume & HC forecast by business requirement & pricing model.
○ Interaction (frontline & back-office) Routing - Skill-group design & governance for resource optimization & load balancing, according to Ops strategy.
○ Partner with Ops & Training team in enabling utilization of desirable shrinkage to improve service quality
○ PIC for Business Continuity Planning & execution in BPO.
● BPO Cost & Budgeting
○ Lead end to end cost exercise and partner with finance on monthly & quarterly budget re-forecasting and accruals..
○ Drive continuous enhancement on settlement automation.
○ Partner closely with chatbot & product ops team to drive improvement in self-help channel & case flow optimization.
○ Work closely procurement to strengthen BPO partnership to support quality improvement for long-run.
○ Drive continuous improvement initiatives by benchmarking performance metrics, identifying optimization opportunities, and implementing data-driven solutions to enhance cost efficiency and resource utilization.
● BPO Resources Governance
○ Agent E2E data online for efficiency drive in cost & productivity.
○ Capacity planning & hiring based on reliable assumption in shrinkages & productivity data.
○ BPO staffing according to contractual requirement.
○ BPO Real-Time governance.
Job Requirements
1、Bachelor’s degree in Business, Finance, Engineering, Operations Research, or a related quantitative field.
2、Minimum of 5 years of professional experience in cost modeling, capacity planning, supply chain analytics, or operations strategy, preferably within e-commerce, logistics, or retail sectors.
3、Strong proficiency in financial and operational modeling using Excel and SQL; experience with Python, Tableau, or Power BI is a plus.
4、Demonstrated ability to translate complex data into actionable business insights and influence cross-functional stakeholders at the M41 level and above.
5、Excellent communication and collaboration skills, with fluency in English; familiarity with Lazada or Alibaba International ecosystem is highly advantageous.
Company Benefits
Collaborative team
We are as diverse as the region we connect, because we value the power of difference.
Rewarding career
We value curiosity and passion that allow the best ideas to surface from our people. We experiment, we learn, and we do better every day.
Diverse opportunities
Build your future with Lazada in in Commercial, Marketing, Technology, Customer Care, Strategy & Management, Corporate Function, and more!
Additional Info
Company Activity
Last active - few days ago
Experience Level
0 - 10 Years of Experience
Company Profile
