Workforce Operations Lead

2 weeks ago

Singapore Meta Full time

**Workforce Operations Lead - APAC Responsibilities**:

- Run vendor planning and workforce operations process for our APAC business
- Drive quarterly agent headcount planning and opex modeling in coordination with other WFO teams
- Drive efficiency improvement, utilizing workforce management and performance management processes
- Own centralized calendar and communication around key dates related to Vendor Planning and ensure seamless coordination with involved teams
- Develop weekly communications on status of key initiatives impacting our Vendor Workforce
- Build and administer scheduling framework within vendor network
- Set up real time monitoring governance process for vendor sites
- Build Forecasting analytics, to inform business on productivity implications and resource requirements
- Plan and implement resource Supply planning across the regions depending on business need, vendor performance and long term regional plans
- Analyze operational metrics and provide recommendations to the business
- Be a trusted thought partner to Regional Business Planning to help inform decisions and drive action for Sales optimisation
- Work in close collaboration with cross functional partners to lead or coordinate key projects relating to Workforce operations

**Minimum Qualifications**:

- BA/BS in Engineering, Business or related Field
- 5+ years of work experience in areas such as Workforce operations, Sales Operations, Vendor Management
- Strong interpersonal skills and experienced in working across multiple teams
- Experience working with Vendors to drive performance outcomes
- Demonstrated problem-solving experience with experience providing business insights and recommendations from sets of data
- Experience utilizing both qualitative analysis (e.g. content analysis, hypothesis testing) and quantitative analysis techniques
- Experience presenting strategic insights and recommendations to executive teams
- Experience in Large scale resource based operations planning

**Preferred Qualifications**:

- Advanced Experience in SQL (create, maintain, and improve data sets, pipelines and reporting
- Tableau experience

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