Vp, Wfm-thailand

4 months ago

Thailand Lazada Full time

Location:
**Thailand**
- Department: Customer Service- Location: Thailand- Team and Role Introduction:
Reporting to the Group Head of Live Channel Experience, you will be responsible for:

- Business insights into volume inflow, contact analytics and projects to drive friction reduction
- Strategic allocation with our key partners to drive efficiency & service levels consistency.
- Establish and leverage strategic partnerships to deliver great Customer experience via BPOs.
- Close collaboration with internal stakeholders to innovate & develop cost saving strategies.

**Responsibilities**:

- Workforce Management:_
- Design BPO Cost & allocation strategies and budget governance to deliver cost efficiencies.
- Centralized framework of Capacity Planning Process, Cost Review and BPO Contract Management.
- Enhance forecasting models to predict live contacts, load balancing through Channel optimization and collaborate with automation team on volume inflow strategies for consistent service levels & quality.
- Partner with BPO to optimize resources included effective hiring through close management Capacity Planning where attrition, productivity & shrinkage run-rate are considered.
- Deep dive operational metrics to improve performance, troubleshoot, and create remedial actions to achieve target goals.
- Develop and execute project governance plans, project schedules, success criteria, and project milestones with alignment with Senior Leadership
- Providing technical leadership and support to other team members through organized training sessions, ad hoc project advice and support on making technical decisions _Cost Governance:_
- Drive budgeting and cost optimization through collaboration with business for close-to-actual forecast accuracy, P&L ownership with Finance, and key projects.
- Own BPO Ops costing strategy via resource optimization & governance.
- Partner with Local & Regional Finance and Procurement Business Partner in invoicing & related procurement processes.
- Collaborate with AI/ Chatbot Team, to drive continuously improvement in Self
- Help channel.
- Coordinate with stakeholde

**Job Requirements**
- Requirements/Qualifications(must have):

- Natural with numbers, strong analytical skills and structured process thinking, attentive to detail
- Experience in consulting, analytics, and/or workforce management
- Able to balance operational optimization needs and long-term strategic thinking.
- Proficient in Excel & PowerPoint with data visualization for insights
- Strong stakeholder management skills with ability to influence across various levels & functions
- Good people leadership skills, to empower and drive team with empathy in changing environments
- Comfortable with engaging teams across SEA markets and diverse cultures
- Agile and flexible with the pace of a high-pressure working environment & industry

Requirements/Qualifications(good to have):
Priority to ID talent, however focus is right talent fit to role & culture

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