Manager, Performance

6 months ago


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

**Team and Role Introduction**:
Workforce Management(WMF) 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.
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(must have)**:
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.


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