Senior BPO Workforce Management, SPX Express

• Closely monitor daily BPO performance, take action internally & externally to achieve SLA

• Process daily/monthly booking to Vendors & resolve related BPO incidents.

• Proactively work with Vendors & internal team to resolve bottlenecks in process/operations, ensuring end-to-end BPO fulfillment & quality.

• Frequent meeting/analysis/review/build relationships with Vendors and internal stakeholders to ensure smooth business operations.

• Work with related teams to investigate/resolve issues/incidents related to BPO/staff from vendors.

• Understand business landscape, continuously benchmark with other markets/businesses who also use similar BPO supplies to ensure our strong position in the market.

• Contribute & process Vendor evaluation with internal teams.

• Passionate about people & delivery operations.

• Good communication skills both verbal & written.

• Talk with numbers, facts & figures.

• Be able to work cross- function and at multi levels.

• Good at problem solving.

• Excellent team-player.

• Data & SOP driven- Good at Excel.

• Experience in vendor/3PL management is a plus.

• Can-do attitude, act like a business owner.

• Continuously driving for excellence.

• Able to work under high pressure and tight deadlines.