Associate, Workforce Management

3 days ago


กรงเทพมหานคร, Thailand Lazada (Thailand) Co., Ltd. Full time

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.
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..
**Job skills required**: English, Budgeting, Automation, Data Analysis
**Job skills preferred**: Finance, Procurement, Cost Analysis



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