Job Description This is a seasoned business planning role, applies in-depth knowledge of operation simplification, automation and lean methodology. To contribute the evaluation and planning of prioritization of project initiatives, new techniques and improvement of processes. Lead the planning review across contact center units on business volume projection, agent productivity, and workforce planning to ensure adequate business operation plan and budget. Oversee continuity of business, ensure adequate alternative resources (people, system, process, etc) being evaluated and deployed for required contact center operation during unexpected situation or disaster. Supervise overall business outsourcing plan and third party management, review and facil