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Workforce Management & Cost Control-Kuala Lumpur (2)
Last seen on Lazada website about 8 hours ago at 25 Sep 2022, 3:06PM
Job Description
Reporting to the Manager, Workforce Management & Cost Optimization, you will be responsible for :
• Responsible for BPO cost management to ensure expenses is accrued & billed accordingly.
• Partner with Capacity Planning team for cost optimization in BPO.
• Work closely with Procurement & Finance team to drive timely account closing.
• Work closely with Operations Team to analyze and help improve their delivery process.
• To ensure through close liaison with peer departments that all outstanding customer issues are fast-tracked within the service levels and resolved.
• Conduct independent analysis on historical data and be able to provide a coherent summary
• Propose and monitor the execution of a business continuity plan (BCP)
• Deliver ad hoc reports; as and when required
• Work with internal employees, including; managers and team leaders to understand business requirements/goals, and help capture the strategy, content and features for the layout of reporting environments.
Job Requirements
• Minimum 1-4 years’ experience of data analysis experience
• Experience working in a Call Centre reporting environment preferred
• Previous experience in Workforce Management for a Call Centre, BPO cost control & billing management are added advantages.
• Proficient in English – both written and spoken
• Proficient in Microsoft Excel including usage of pivot tables, complex formulas, macros are a MUST.
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Founded in 2012, Lazada Group is Southeast Asia’s leading eCommerce platform. With a presence in six countries – Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam – we connect this vast and diverse region through our technology, logistics and payments capabilities. Today, we have the largest selection of brands and sellers, and by 2030, we aim to serve 300 million customers. In 2016, Lazada became the regional flagship of the Alibaba Group, and is backed by Alibaba’s best-in-class technology infrastructure.