Manager, BPO Workforce Management (Cost & Capacity Planning)

Lazada; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Lazada Malaysia is hiring a BPO Cost & Budgeting professional to own cost modeling, capacity planning, and analytics across frontline and back-office operations. You will partner with finance, operations, procurement and product teams to forecast volumes, plan headcount, optimize resource utilization, and drive data-driven cost efficiency using Excel, SQL, Tableau or Power BI.

A quantitative degree and 5+ years of relevant experience, plus fluent English, are required to influence senior

Qualifications

• Bachelor’s degree in Business, Finance, Engineering, Operations Research, or a related quantitative field.
• 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.
• Strong proficiency in Excel and SQL; experience with Python, Tableau, or Power BI is a plus.
• Demonstrated ability to translate complex data into actionable business insights and influence cross-functional stakeholders at the M41 level and above.
• Excellent communication and collaboration skills, with fluency in English; familiarity with Lazada or Alibaba International ecosystem is highly advantageous.

Responsibilities

• Lead end-to-end cost exercises and partner with finance on monthly and quarterly budget re-forecasting and accruals.
• Drive BPO cost optimization and capacity planning initiatives.
• Collaborate with Ops, Training, and procurement to improve utilization and service quality.
• Own business continuity planning and execution for BPO operations.
• Benchmark performance metrics and implement data-driven efficiency initiatives to reduce cost and improve resource use.
• Support self-help channels and case flow optimization with product ops.

Skills

Data analysis

Stakeholder influence

English fluent

Quantitative thinking

Education

Bachelor’s degree in a quantitative field

Tools

Excel

SQL

Python

Tableau

Power BI

Job description

BPO Cost & Budgeting

• 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.
• 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.
• 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.

Job Requirements:

1. 1、Bachelor’s degree in Business, Finance, Engineering, Operations Research, or a related quantitative field.
2. 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. 3、Strong proficiency in financial and operational modeling using Excel and SQL; experience with Python, Tableau, or Power BI is a plus.
4. 4、Demonstrated ability to translate complex data into actionable business insights and influence cross-functional stakeholders at the M41 level and above.
5. 5、Excellent communication and collaboration skills, with fluency in English; familiarity with Lazada or Alibaba International ecosystem is highly advantageous.