Job Description

About Klook

Klook is the go-to travel and leisure e-commerce platform for experiences and services anytime, anywhere. Founded in Hong Kong in 2014 out of passion for discovery, our purpose today is to inspire and enable more moments of JOY. Even when the COVID-19 pandemic hit, we held on to our conviction and successfully unlocked the domestic travel business. To date, we are already offering over 490,000 activities in over 1,000 destinations. With cross-border travel resuming, we have made it our mission to reshape the world of travel. Isn\'t this exciting?!

It certainly is for our international community of over 1,200 employees, based in over 20 locations globally! Joymakers at heart, Klookers are not only curating joyful experiences for others, but also co-creating our world of joy in the Klookiverse. We are on a journey to foster a strong company culture that supports a high-performing and successful business, and we are guided by our core beliefs - Push boundaries, Ask for and give feedback, Take ownership, and Help each other - in everything we do. We are excited about building and realizing endless possibilities in the new era of travel. Care to be a part of this revolution?

What you\'ll do?

Own the resource planning, workforce management & BPO Partner oversight portfolio in ensuring workforce / manpower availability is aligned and is able to meet the agreed SLAs and seasonal volumes, whilst operational metrics are kept in check.

Create frameworks, policies and processes in ensuring spikes in volumes, shrinkages in workforce and ramp up / down plans are well managed in ensuring minimal impact to SLAs and customer\'s experience.

Oversee BPO partnerships in ensuring commercials / SOWs are kept in check, and fair to Klook.

Work closely with BPO partners in ensuring \'ramp up & ramp down\' are executed seamlessly to ensure \'zero\' impact on SLAs and no interruption to service availability.

Track, manage and intervene as and when required in BPO partners\' performance to ensure operational metrics and customer satisfaction are safeguarded.

Deploy relevant intervention plan to incentivise / penalize BPO partners that are not in adherence or breaching Klook\'s expectations, such as SLAs, CSAT, QA, etc.

Review and explore workforce optimisation opportunities in ensuring volume vs manpower is not akin to \'linear regression\'.

Strategically plan and map out workforce requirements in ensuring manpower is deployed in a well balanced ratio across inhouse and BPO partners, whilst factoring in manpower buffering strategy to ensure workforce are well prepared for seasonal spikes, BCP, and etc.

Work across and with CEG stakeholders on operational matters and improvement opportunities which is aligned with operational metrics and customer experience.

What you\'ll need?

5 or more years working experience and knowledge in workforce planning, forecasting and management.

3 or more years exposure in negotiating, engaging and managing outsource partners.

Strong influencing skills and the ability to manage conflicts, whilst safeguarding the organization\'s interest.

Good analytical and exposure to project management skills. Excel proficiency highly preferred

Eager to work in multi-tasked and fast-paced environments.

A start up mindset - highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that\'s not afraid to work independently when required.

Be able to challenge existing processes and be bold to make changes with a data driven approach.

Bachelor\'s degree or Diploma backed by relevant working experience.

Fluent in spoken and written English, whilst having Mandarin proficiency is a plus.

What you\'ll get?

The rare opportunity to be part of building a global travel brand, ensuring its success and evolving it for the future

An environment that values honesty, transparency and respect with awesome co-workers globally.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We\'re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (\xe2\x80\x9cAgency\xe2\x80\x9d). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook\'s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

Klook