Manager, BPO Workforce Management (Cost & Capacity Planning)-Bangsar South
Malaysia
Posted on Oct 7, 2026
Job Description
● BPO Workforce Management
○ Close-to-actual Service Volume & HC forecast by business requirement & pricing model.
○ Interaction (frontline & back-office) Routing - Skill-group design & governance for resource optimization & load balancing, according to Ops strategy.
○ Partner with Ops & Training team in enabling utilization of desirable shrinkage to improve service quality
○ PIC for Business Continuity Planning & execution in BPO.
● BPO Cost & Budgeting
○ Lead end to end cost exercise and partner with finance on monthly & quarterly budget re-forecasting and accruals..
○ Drive continuous enhancement on settlement automation.
○ Partner closely with chatbot & product ops team to drive improvement in self-help channel & case flow optimization.
○ Work closely procurement to strengthen BPO partnership to support quality improvement for long-run.
○ Drive continuous improvement initiatives by benchmarking performance metrics, identifying optimization opportunities, and implementing data-driven solutions to enhance cost efficiency and resource utilization.
● BPO Resources Governance
○ Agent E2E data online for efficiency drive in cost & productivity.
○ Capacity planning & hiring based on reliable assumption in shrinkages & productivity data.
○ BPO staffing according to contractual requirement.
○ BPO Real-Time governance.
○ Close-to-actual Service Volume & HC forecast by business requirement & pricing model.
○ Interaction (frontline & back-office) Routing - Skill-group design & governance for resource optimization & load balancing, according to Ops strategy.
○ Partner with Ops & Training team in enabling utilization of desirable shrinkage to improve service quality
○ PIC for Business Continuity Planning & execution in BPO.
● BPO Cost & Budgeting
○ Lead end to end cost exercise and partner with finance on monthly & quarterly budget re-forecasting and accruals..
○ Drive continuous enhancement on settlement automation.
○ Partner closely with chatbot & product ops team to drive improvement in self-help channel & case flow optimization.
○ Work closely procurement to strengthen BPO partnership to support quality improvement for long-run.
○ Drive continuous improvement initiatives by benchmarking performance metrics, identifying optimization opportunities, and implementing data-driven solutions to enhance cost efficiency and resource utilization.
● BPO Resources Governance
○ Agent E2E data online for efficiency drive in cost & productivity.
○ Capacity planning & hiring based on reliable assumption in shrinkages & productivity data.
○ BPO staffing according to contractual requirement.
○ BPO Real-Time governance.
Job Requirements
1、Bachelor’s degree in Business, Finance, Engineering, Operations Research, or a related quantitative field.
2、Minimum of 5 years of professional experience in cost modeling, capacity planning, supply chain analytics, or operations strategy, preferably within e-commerce, logistics, or retail sectors.
3、Strong proficiency in financial and operational modeling using Excel and SQL; experience with Python, Tableau, or Power BI is a plus.
4、Demonstrated ability to translate complex data into actionable business insights and influence cross-functional stakeholders at the M41 level and above.
5、Excellent communication and collaboration skills, with fluency in English; familiarity with Lazada or Alibaba International ecosystem is highly advantageous.
2、Minimum of 5 years of professional experience in cost modeling, capacity planning, supply chain analytics, or operations strategy, preferably within e-commerce, logistics, or retail sectors.
3、Strong proficiency in financial and operational modeling using Excel and SQL; experience with Python, Tableau, or Power BI is a plus.
4、Demonstrated ability to translate complex data into actionable business insights and influence cross-functional stakeholders at the M41 level and above.
5、Excellent communication and collaboration skills, with fluency in English; familiarity with Lazada or Alibaba International ecosystem is highly advantageous.