Workforce Management

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description :

• Workforce Planning : Develop and maintain accurate workforce forecasts based on historical data, seasonality and business trends. Multi-functional collaboration to adjust workforce plans based on changes in demand and business priorities.
• Scheduling : Create, manage and optimize agent schedules for both Inhouse and BPOs aligned with the forecasted demand.
• Manages DMS tools for auto assignments setup, capacity changes and productivity settings.
• Able to run ad-hoc analysis to identify any operational challenges and to prepare action plans to mitigate the concerns.
• Real-time Monitoring : Monitor queues and agent performance in real-time to ensure schedule adherence, SLAs and key performance indicators are met for all contact channels (calls, chat and email, etc.).
• Schedule Adherence Management : Work with Operations team for both Inhouse and BPOs in proactively tracking, identifying deviations, and managing agents' adherence to schedule.
• Alert Management : Respond to alerts and escalations related to RR cases, system issues, service disruptions and take necessary actions to mitigate the impacts to operations.
• Collaboration : Collaborate closely with Operations team to ensure effective communication and coordination for day-to-day operations.

Requirements :