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

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 & Power Point 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