Workforce Management - Operations, MY Marketplace
Salary undisclosed
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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.
- At least 2 years of experience as a Real-Time Analyst, WFM or any related roles.
- Strong mathematical, statistical, and analytical skills.
- Strong organizational skills and detail oriented.
- Proficient in Microsoft/G-Suite applications (e.g., Microsoft Excel, Google Sheets etc.), knowledge In Excel VBA and data visualization is a plus.
- Excellent oral and written communication skills and interpersonal skills.
- Proficient in English (both verbal and written).
- Eager to work in a small team and fast-paced environments.
- Comfortable working with people from diverse cultural backgrounds.
- Bachelor's degree or above.
About Shopee
Size | More than 5000 |
Industry | Broadline Retail |
Location | Singapore |
Founded | 5 February 2015 |
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