Associate/seniorassociate, Workforce Management

1 week ago


Thailand Lazada Full time

Location:
**Thailand**
- Department: Customer Service
- Location: Thailand
- 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

**Job Requirements**
- 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


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