Job Description:
Operational Support
- Track and report agency KPIs, including fill rate, agent quality, attendance, attrition, and operational reliability.
- Collaborate with warehouse operations to ensure agent supply reliability and adherence to process standards.
- Support performance monitoring, attendance tracking, and operational issue resolution.
- Provide insights to Ops on workforce quality, incentive performance, and behavioral trends.
- Manage a team of trainers and administer the end-to-end onboarding training program for new warehouse hires.
Behavioral Insights & Workforce Quality
- Analyze attrition, absenteeism, and agent performance to identify root causes and recommend interventions.
- Support the development and tracking of initiatives aimed at improving workforce engagement, retention, and agent quality.
- Coordinate with agencies to support recruitment, profiling, and onboarding processes for new agents.
Compliance & Risk Management
- Monitor and flag manpower operations for compliance with labor regulations and corporate standards, escalating issues as needed.
- Support resolution of workforce-related issues in coordination with agencies and internal teams.
- Maintain documentation and audit trails for workforce governance and compliance purposes.
Requirements:
- Bachelor's degree in Business, HR, Industrial Engineering, Psychology, or related field.
- 2-3 years of experience in workforce management, vendor coordination, manpower outsourcing, or warehouse operations (e-commerce preferred).
- Strong understanding of commercial governance (payroll, incentives, billing), agency operations, and labor compliance.
- Knowledgeable in labor laws, regulatory requirements, and contracting rules.
- Analytical and data-driven, with experience in workforce KPI reporting.
- Strong communication, coordination, and stakeholder support skills.
