BPO Workforce & Cost Optimization Manager

Lazada Malaysia; Kuala Lumpur; On-site; MYR 90,000 - 170,000; Full time

Job summary

Lazada Group is seeking a Manager, BPO Workforce Management (Cost & Capacity Planning) based at Bangsar South. The role focuses on forecasting service volumes and headcount, designing routing and skill groups, and partnering with Ops, Training, Finance and Procurement to optimize cost efficiency and service quality.

You will own real-time governance for BPO resources, drive budgeting cycles, and support continuity planning to ensure resilience and long-term performance in Lazada’s regional

Qualifications

• Experience in cost and capacity planning for BPO operations.
• Strong partnering with Ops, Training and Procurement teams.
• Ability to design skill groups for routing and workload balance.

Responsibilities

• Close-to-actual service volume and headcount forecasts per business needs.
• Design and govern skill groups for routing and load balancing.
• Collaborate with Ops & Training to optimize shrinkage and service quality.
• Lead business continuity planning and execution for BPO.
• Drive cost and budget forecasting with finance on monthly/quarterly cycles.
• Improve settlement automation and partner with procurement for quality.

Skills

Forecasting

Resource planning

Process governance

Business continuity

Job description

Lazada Group is seeking a Manager, BPO Workforce Management (Cost & Capacity Planning) based at Bangsar South. The role focuses on forecasting service volumes and headcount, designing routing and skill groups, and partnering with Ops, Training, Finance and Procurement to optimize cost efficiency and service quality.

You will own real-time governance for BPO resources, drive budgeting cycles, and support continuity planning to ensure resilience and long-term performance in Lazada’s regional