Workforce Management - Operations, MY Marketplace

Workforce Management - Operations, MY Marketplace Department Operations LevelExperienced (Individual Contributor)LocationMalaysia - Kuala Lumpur

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 :

• Delivering high-quality WFM analysis through effective management and forecasting of day-to-day operations.
• Prepare contacts mid & short-term forecasting for the Content Operations team, at least 30 days in advance
• Analyze trends such as Online QC, Off line QC, Initiatives, AHT, shrinkage, and attrition and build it into the capacity planning. Based on the analysis, propose headcount requirements and recommended hiring.
• Perform real-time monitoring and mitigation action plans. Work closely with management to execute it
• Compare actual results to forecasted results, identifying opportunities for improvement
• Creating, modifying, and / or enhancing existing reports and providing other types of data files as needed
• Maintaining, updating, and publishing daily / weekly / monthly WFM-related reports, and other reports as requested
• Perform trend analysis and make recommendations if applicable
• Take on ad-hoc projects / assignments

Requirements :