BP&O Lead, SBG APAC, Workforce Management

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BP&O Lead, SBG APAC, Workforce Management
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Singapore
Meta is seeking an experienced, analytical, process and detail-oriented leader to lead our Regional Workforce Management (WFM) APAC team, supporting the Small and Medium Business (SMB) Sales Group. The position will be a part of Meta's Business Planning and Operations (BP&O) team, an internal consulting function that advises management on overall Group Strategy and Operations. This role will be focused on setting up and driving forward workforce management in APAC region for our Outsourced Commercial Vendor Operations. The position will report to the Small Business Sales BP&O APAC Manager. The role will work closely with the Global Operations and Workforce Management (WFM) team. We are looking for a Workforce Management (WFM) Lead that thinks globally but can implement regionally, is a strong problem-solver and who can build and maintain successful cross-functional relationships both internally and across the external vendor teams.
BP&O Lead, SBG APAC, Workforce Management Responsibilities
  • Lead the Workforce Management (WFM) APAC function, helping to set-up this function for both inbound and outbound channels in conjunction with our Global WFM Lead
  • Develop analytical models needed to stand up an effective WFM function and provide feedback to support the appropriate teams in developing
  • Create a business capacity plan by managing trade-offs between Customer Experience, Service Levels and Cost Effectiveness
  • Prepare, monitor and Improve reporting and work to streamline various data sources to drive consistent reporting
  • Promote process improvement and standardization of processes across all sites
  • Develop, improve and optimize work assignment and prioritization logic passing feedback to our global teams
  • Manage the vendor adherence to service level agreements for the outsourced sales operations, collaborating with vendor workforce management POC to ensure the implementation and compliance to established KPIs
  • While this is not a people management role, the person will have to interact and influence numerous internal & external stakeholders including Vendors and Sales teams so therefore will need to have strong communication skills
Minimum Qualifications
  • 7+ years of relevant experience (or 5+ years with MBA/Masters) in Workforce Management with experience in both inbound and outbound channels for large-scale commercial operations
  • 2+ years of experience specifically working with Production Environment Metrics (such as Forecasting, Shrinkage, Overtime and FTE)
  • Demonstrable proficiency/mastery of MS Excel, Tableau and SQL
  • Experience developing and monitoring large data pipelines
  • Experience with statistical modeling
  • Experience communicating and presenting insights and recommendations to executive teams
  • Experience leading and influencing cross-functional teams and aligning partners to shared goals
  • Experience managing internal and external facing projects (sales development/strategy, training, communications, marketing, account management)
  • Operational and project management experience running strategic projects with cross-functional teams
  • Experience shifting priorities, while maintaining organization and control
Preferred Qualifications
  • Statistical programming experience with R, Python, or another language
  • Analytical, communication, and presentation skills with proven success
  • Self-driven individual with demonstrable experience to proactively drive change and work in a fast-paced environment
  • Project management skills with proven success
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About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
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Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.