Workforce Management Lead - OpEx

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 i