1) Lead customer service capacity planning, including forecasting and workforce planning
2) Drive service stability and operational excellence through BPO partner management and implementation of inflow management strategies
3) Coordinate with BPOs on the planning and day-to-day execution of customer service support
4) Lead projects to enhance workforce productivity and budget governance through technology solutions and automation initiatives
5) Partner with Business Intelligence teams to generate actionable insights that drive operational improvements
6) Support leadership with data analysis and insights to inform BPO partner and site strategies
7) Manage spend within budget and collaborate with Finance and Procurement in invoicing & procurement processes

• Minimum 2 years of experience in customer care; preference given to candidates with workforce management or consulting experience
• Business fluency in English
• Eagerness to learn and collaborate with teams across Southeast Asian markets and diverse cultural environments
• Excellent analytical and problem-solving capabilities with attention to detail
• Outstanding communication and cross-functional collaboration skills with demonstrated ability to effectively influence and partner with internal and external business stakeholders