Job Description:
Agency Partnerships & Vendor Management
- Manage vendor selection, onboarding, performance evaluation, scorecards, and quarterly business reviews.
- Monitor agency KPIs, including fill rate, agent quality, attendance, attrition, and operational reliability.
- Negotiate contracts, billing terms, and incentive/penalty structures with agencies.
Commercial Governance
- Oversee timely agent payroll and incentives via regular agency engagement
- Manage agency claims related to damaged, expired, or missing items caused by agents.
- Ensure alignment with statutory wage updates and corporate payroll policies.
Behavioral Insights & Workforce Quality
- Analyze attrition, absenteeism, and agent performance to identify root causes and recommend interventions.
- Implement initiatives to improve workforce engagement, retention, and agency agent quality.
- Partner with agencies to enhance recruitment, profiling, and onboarding processes.
Compliance & Risk Management
- Ensure all manpower operations comply with labor regulations and corporate standards.
- Support resolution of workforce-related issues in coordination with agencies and internal teams.
- Maintain documentation and audit trails for workforce governance and compliance purposes.
Operational Support
- 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.
Requirements:
- Bachelor's degree in Business, HR, Industrial Engineering, Psychology, or related field.
- 5+ years of experience in workforce management, vendor management, 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 negotiation, communication, and stakeholder management skills.
