Manager, BPO Workforce Management (Cost & Capacity Planning)-Bangsar South

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

Manager, BPO Workforce Management (Cost & Capacity Planning)-Bangsar South

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.

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LAZADA GROUP

Founded in 2012, Lazada Group is the leading eCommerce platform in Southeast Asia. We are accelerating progress in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam through commerce and technology. With the largest logistics and payments networks in the region, Lazada is a part of our consumers’ daily lives in the region and we aim to serve 300 million shoppers by 2030. Since 2016, Lazada is the Southeast Asia flagship platform of the Alibaba Group powered by its cutting-edge technology infrastructure.

OUR BUSINESS

LazMall

Launched on the Lazada platform in 2018, LazMall is Southeast Asia's biggest virtual mall connecting shoppers to over 18,000 leading international and local brands. It sets a new standard in retail, offering consumers the assurance of 100% product authenticity, guaranteed fast delivery and a 15-days return policy. LazMall is the preferred platform for brands and sellers to directly engage and create a customised experience for their customers.

Lazada’s Marketplace gives retailers instant access to millions of new customers. Launched on the Lazada platform in 2013, Lazada Marketplace provides a full suite of services, from secure payment options and customer care support, to a wide distribution network and marketing analytics, aimed at enabling our sellers to sell more. Lazada Marketplace merchants sell a wide range of products across 18 categories, including fast-growing offerings in health & beauty and fashion, as well as home & living, mother & baby, mobile devices and home appliances, among others.

Cross-Border

With a mission to bring the world to Southeast Asia and provide a gateway for Southeast Asian brands to reach international consumers, Lazada’s cross-border business features homegrown brands and sellers from markets that include China, Hong Kong SAR, Korea, Japan, the United States, and Europe. Through our Global Collection channel, Lazada offers a wide assortment of products across various categories, including fashion, electronics, and sports and outdoors. Alibaba’s technology infrastructure and unrivalled logistics network gets purchases to customers within seven days of placing an order.

OUR MISSION

Accelerating Progress In Southeast Asia Through Commerce & Technology

OUR VISION By 2030:

Serve 300 million customers

Create millions of jobs in the eCommerce ecosystems

Power real, profitable SMEs across SEA

OUR CORE VALUES

1 - CUSTOMERS FIRST, EMPLOYEES SECOND, SHAREHOLDERS THIRD

This reflects our choice of what’s important in the order of priority. Only by creating sustained customer value can employees grow and shareholders achieve long-term benefit.

2 - TRUST MAKES EVERYTHING SIMPLE

Trust is both the most precious and fragile thing in the world. “Our Story”, to keep only “Aliren and Lazadians” is a story of building and cherishing trust. Complexity begets complexity, and simplicity breeds simplicity. Lazadians are straightforward – what you see is what you get. With trust, there is no second-guessing or suspicion, and the result is simplicity and efficiency.

3 - CHANGE IS THE ONLY CONSTANT

Whether you change or not, the world is changing, our customers are changing and the competitive landscape is changing. We must face change with respect and humility. Otherwise, we will fail to see it, fail to respect it, fail to understand it and fail to catch up with it.

4 - TODAY’S BEST PERFORMANCE IS TOMORROW’S BASELINE

In Lazada’s most challenging times, this spirit has helped us overcome difficulties and survive. In bad times, we know how to motivate ourselves; in good times, we dare to set “dream targets” (stretch goals). Face the future, or we regress. We must shoot for the moon, challenge ourselves, motivate ourselves and exceed ourselves.

5 - IF NOT NOW, WHEN? IF NOT ME, WHO?

This was a tagline in Alibaba’s first job advertisement and became our first proverb. It is not a question, but a call of duty. This proverb symbolizes the sense of ownership that each Aliren‑Lazadian must possess.

6 - LIVE SERIOUSLY, WORK HAPPILY

“Work is now, life is forever. What you do in your job is up to you, but you have responsibility to the ones who love you. Enjoy work as you enjoy life; treat life seriously as you do work. If you live with purpose, you will find reward. You make Alibaba different and make your loved ones proud. Everyone has their own view of work and life; we respect each person’s choice. Whether you live by this value depends on how you live your life.” -- Jack Ma

LAZADA GROUP

Founded in 2012, Lazada Group is the leading eCommerce platform in Southeast Asia. We are accelerating progress in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam through commerce and technology. With the largest logistics and payments networks in the region, Lazada is a part of our consumers’ daily lives in the region and we aim to serve 300 million shoppers by 2030. Since 2016, Lazada is the Southeast Asia flagship platform of the Alibaba Group powered by its cutting-edge technology infrastructure.

OUR BUSINESS

LazMall

Launched on the Lazada platform in 2018, LazMall is Southeast Asia's biggest virtual mall connecting shoppers to over 18,000 leading international and local brands. It sets a new standard in retail, offering consumers the assurance of 100% product authenticity, guaranteed fast delivery and a 15-days return policy. LazMall is the preferred platform for brands and sellers to directly engage and create a customised experience for their customers.

Lazada’s Marketplace gives retailers instant access to millions of new customers. Launched on the Lazada platform in 2013, Lazada Marketplace provides a full suite of services, from secure payment options and customer care support, to a wide distribution network and marketing analytics, aimed at enabling our sellers to sell more. Lazada Marketplace merchants sell a wide range of products across 18 categories, including fast-growing offerings in health & beauty and fashion, as well as home & living, mother & baby, mobile devices and home appliances, among others.

Cross-Border

With a mission to bring the world to Southeast Asia and provide a gateway for Southeast Asian brands to reach international consumers, Lazada’s cross-border business features homegrown brands and sellers from markets that include China, Hong Kong SAR, Korea, Japan, the United States, and Europe. Through our Global Collection channel, Lazada offers a wide assortment of products across various categories, including fashion, electronics, and sports and outdoors. Alibaba’s technology infrastructure and unrivalled logistics network gets purchases to customers within seven days of placing an order.

OUR MISSION

Accelerating Progress In Southeast Asia Through Commerce & Technology

OUR VISION By 2030:

Serve 300 million customers

Create millions of jobs in the eCommerce ecosystems

Power real, profitable SMEs across SEA

OUR CORE VALUES

1 - CUSTOMERS FIRST, EMPLOYEES SECOND, SHAREHOLDERS THIRD

This reflects our choice of what’s important in the order of priority. Only by creating sustained customer value can employees grow and shareholders achieve long‑term benefit.

2 - TRUST MAKES EVERYTHING SIMPLE

Trust is both the most precious and fragile thing in the world. “Our Story”, to keep only “Aliren and Lazadians” is a story of building and cherishing trust. Complexity begets complexity, and simplicity breeds simplicity. Lazadians are straightforward – what you see is what you get. With trust, there is no second‑guessing or suspicion, and the result is simplicity and efficiency.

3 - CHANGE IS THE ONLY CONSTANT

Whether you change or not, the world is changing, our customers are changing and the competitive landscape is changing. We must face change with respect and humility. Otherwise, we will fail to see it, fail to respect it, fail to understand it and fail to catch up with it.

4 - TODAY’S BEST PERFORMANCE IS TOMORROW’S BASELINE

In Lazada’s most challenging times, this spirit has helped us overcome difficulties and survive. In bad times, we know how to motivate ourselves; in good times, we dare to set “dream targets” (stretch goals). Face the future, or we regress. We must shoot for the moon, challenge ourselves, motivate ourselves and exceed ourselves.

5 - IF NOT NOW, WHEN? IF NOT ME, WHO?

This was a tagline in Alibaba’s first job advertisement and became our first proverb. It is not a question, but a call of duty. This proverb symbolizes the sense of ownership that each Aliren‑Lazadian must possess.

6 - LIVE SERIOUSLY, WORK HAPPILY

“Work is now, life is forever. What you do in your job is up to you, but you have responsibility to the ones who love you. Enjoy work as you enjoy life; treat life seriously as you do work. If you live with purpose, you will find reward. You make Alibaba different and make your loved ones proud. Everyone has their own view of work and life; we respect each person’s choice. Whether you live by this value depends on how you live your life.” -- Jack Ma