Team and Role Introduction:

Workforce Management(WMF) oversee productivity at companies by assessing, analyzing, and reporting employee productivity at the individual, departmental and institutional levels. They determine the best way to utilize employees' productivity skills using techniques and theories of workforce management ultimately aiming to enhance customer satisfaction and optimize costs.

Responsibilities:
BPO - WFM management 6 ventures
- Allocate country volume to all vendors within the specified timeframe
- Audit staffing schedule and offer feedback to ensure that the SLA of 30 seconds is met consistently in each interval.
- Conduct weekly and monthly WFM performance reviews with vendors
- Working closely with vendor for performance improvement
- Create or revamp vendors reports templates

Project & Initiatives
- Conduct an analysis of the country or SEA level performance and commence a project aimed at enhancing key performance indicators (KPIs)
- Engage in projects at function or department level Report
- Provide a weekly and monthly summary of performance to the function lead [BAU]
- Conduct adhoc analysis as required.