• Strategic allocation with key partners to drive cost efficiency & service levels consistency of assigned countries
• Execute forecasting models of contacts based on historical data, business trends & expected demand
• Collaborate with automation team on volume inflow strategies for service levels consistency & quality
• Partner with BPO to uplift workforce performance metrics to identify trends and areas for improvement
• Deep dive operational metrics to improve performance & create remedial actions to achieve target goals
• Provide business insights & recommendations to leadership based on workforce performance and data analysis
• Execute project governance plans, project schedules, success criteria, and project milestones
• Run budgeting and cost analysis through collaboration with business for close-to-actual forecast accuracy, P&L ownership with Finance
• Support Local & Regional Finance and Procurement Business Partner in invoicing & procurement processes