Associate/ Senior Associate, Workforce Management & Cost-Customer Care
Job Description
- Lead customer service capacity planning, including forecasting and workforce planning
- Drive service stability and operational excellence through BPO partner management and implementation of inflow management strategies
- Coordinate with BPOs on the planning and day-to-day execution of customer service support
- Lead projects to enhance workforce productivity and budget governance through technology solutions and automation initiatives
- Partner with Business Intelligence teams to generate actionable insights that drive operational improvements
- Support leadership with data analysis and insights to inform BPO partner and site strategies
- Manage spend within budget and collaborate with Finance and Procurement in invoicing & procurement processes
- Minimum 2 years of experience in customer care; preference given to candidates with workforce management or consulting experience
- Business fluency in English
- Eagerness to learn and collaborate with teams across Southeast Asian markets and diverse cultural environments
- Excellent analytical and problem-solving capabilities with attention to detail
- Outstanding communication and cross-functional collaboration skills with demonstrated ability to effectively influence and partner with internal and external business stakeholders
More Info
Key Skills
BPO partner management
automation initiatives
inflow management strategies
About Company
Skills:
auditing standards , Data Analytics, audit testing, financial statement analysis, audit technologies, Risk Assessment, Internal Controls
Analyst/Senior Analyst/Associate Manager, Marketing Analytics (Bangkok Based, relocation provided)Agoda
Skills:
Power Bi, SAS, Data Science, Microsoft Sql Server, Tableau, Programming Language, Data Analytics, Data mining, Sql, Vba, Data Visualization, Spss, Machine Learning, Python, Analytical Skills, Data Analysis, Business Analysis, Statistics, R, Business intelligence
Skills:
Statistical Analysis, Strategic Human Resource Planning, Statistical Modeling, Organizational Management, Employee Performance Management, Organizational Psychology, Employee Retention, Organizational Development, Human Resources Management, Learning Agility, Workforce Transformation Skills, Analytical Thinking