Head of Workforce Management Planning-Customer Care

Head of Workforce Management Planning-Customer Care

Lazada Group
4-7 years
Not Specified

Job Description

Job Description
Reporting to the Chief Customer Officer, your role is detailed below:
• Full ownership for the cost efficiency of the Customer Care team
• Make monthly forecast on cost and budget
• Monitor and balance the P&L to ensure all the costs are within the target budget and optimized
• Challenge and propose improvement to Operation teams in term of budget spending
• Report and provide daily tracking tools for the Customer Care management team
• Work with Local & Regional Finance to identify saving, further investment need
• Work with Operation and Performance team to ensure forecast volume and workforce needed are optimized
• Work with Performance team to ensure monthly forecast accuracy
Job Requirements
• Bachelor’s degree
• 4+ years of experience in workforce management
• 2+ years of experience in FP&A
• Excellent analytical and mathematical skills
• Excellent written and verbal communication skills
• Excellent team-player and leadership skills
• Professional presentation skill
• Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long-term initiatives
• Ability to work under pressure and able to quickly adapt to change
• Solid technical skill in Microsoft Office and MySQL

Job Details

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