Workforce Management & Vendor Operations Specialist

Responsibilities

• Translate volume forecast outputs (seasonality, product changes, campaign impacts) into concrete staffing strategy adjustments; use forward-looking numbers to proactively shift scheduling, headcount mix, or site allocation before issues materialise


• Monitor real-time adherence and intraday staffing; flag and resolve shrinkage or occupancy deviations promptly


• Partner with vendor WFM teams to optimise shift structures, interval staffing, and break schedules


• Track and report on key WFM metrics including SLA attainment, occupancy, utilisation, AHT, and shrinkage


• Identify and escalate systemic staffing risks and propose mitigation plans


• Support headcount modelling for new initiatives, product launches, or site expansions

Vendor Management (50%)

• Serve as the primary operational point of contact for assigned vendor sites (Concentrix and TP)


• Conduct regular business reviews (weekly/monthly) with vendor operations leads, tracking performance against contractual KPIs


• Drive accountability on quality, productivity, and compliance metrics; own escalation and corrective action processes


• Manage vendor onboarding for new batches, including coordination of training schedules, tooling access, and readiness checkpoints


• Partner with internal Quality and CSAT teams to share performance insights and co-develop improvement plans with vendors


• Support contract and SOW management activities; flag risks related to billing accuracy, SLA credits, or scope changes


• Liaise across Vendor Operations, Tooling, and Support leadership to surface vendor feedback and champion process improvements

Minimum Qualifications

• Minimum 4 years of experience in Workforce Management within a contact centre or BPO environment, with at least 2 years in a vendor-facing or vendor management capacity


• Proficiency in SQL for data querying and manipulation


• Hands-on experience with at least one BI tool (Tableau, Power BI, or Looker) and strong working knowledge of Excel and/or Google Sheets (pivot tables, formulas, data cleaning)


• Solid understanding of business metrics and KPIs, ideally in a tech, e-commerce, or platform environment


• Proven ability to manage external vendor relationships with a balance of commercial rigour and collaborative partnership


• Experience running QBRs / MBRs with external vendors and preparing performance decks for leadership ; excellent communication and stakeholder management skills; able to work across time zones and cultures


• Strong analytical skills — comfortable building models, identifying trends, and translating data into actionable recommendations