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

Luca; San Francisco (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Menlo Ventures in San Francisco seeks a seasoned operations analytics professional to own cost modeling, capacity planning, and supply chain analytics. You will partner with cross-functional teams to align forecasts with business requirements and pricing models.

Responsibilities include end-to-end cost exercises with finance, optimizing resource utilization, and delivering data-driven insights to influence senior stakeholders across the organization.

Qualifications

• Minimum 5 years of professional experience in cost modeling, capacity planning, supply chain analytics, or operations strategy.
• Strong proficiency in financial and operational modeling using 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

• 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.

Skills

Cost modeling

Capacity planning

Supply chain analytics

Operations strategy

English fluency

Cross-functional collaboration

Education

Bachelor's degree in Business, Finance, Engineering, Operations Research, or a related quantitative field

Tools

Excel

SQL

Python

Tableau

Power BI

Job description

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.

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.