Customer Operations Workforce Management Lead
Shopee
- South Jakarta, Indonesia26, Pacific Century Place SCBD Lot 10, Jl. Jendral Sudirman Kav 52-53, Jakarta 12190, Indonesia, South Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired 4 years ago
2019-12-28T17:00:00+00:00Job closed.
Job Description
- Supervises the Workforce team to ensure effective and efficient operations
- Directs the development and implementation of short or long term volume/staffing forecasting models for inbound and outbound lines of business unit
- Oversees the timely analysis of work volume and the effective administration of daily workflow to achieve service level and processing objectives
- Gathers and maintains historical data, developing statistical models and producing volume/staffing forecasts to determine required resources to meet cost and service level targets
- Produces and implements automation or procedural changes to increase productivity, accuracy and improve workflow
- Real-time report analytics management through skill-based routing familiarity and strategy
- Develop and create CS Reporting & Analytics’ Daily, Weekly & Monthly (Align with regional)
- Managing CS Headcount (include forecast each channel), Attrition, Over time, Movements & User Admin
Minimum Qualifications
- Experienced in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required
- Supervisory experience of direct reports
- Has advanced Excel skills including V-Lookup, Pivot Tables, etc. and have the ability to organize/analyze data in a structured manner
- Demonstrable experience in analyzing call volume, trends, resolution and escalation times, and creating actionable forecast to accommodate historical trends
- Has experience with workforce management concepts and theory in a contact center environment
- Adept at managing multiple priorities and tasks in a fast-paced environment
- Has good reasoning ability, analytical skills, and sound judgment.
- Tactful, flexible and people oriented
- Has ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner
- Bachelor’s degree or equivalent
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 26, Pacific Century Place SCBD Lot 10, Jl. Jendral Sudirman Kav 52-53, Jakarta 12190, Indonesia, South Jakarta, DKI Jakarta, Indonesia
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About Shopee
Shopee is the leading e-commerce platform in Southeast Asia & Taiwan. Shopee promotes an inclusive and sustainable digital ecosystem by enabling businesses to digitalise and grow their online presence, helping more people access and benefit from digital services, and uplifting local communities.
Shopee offers an easy, secure, and engaging experience that is enjoyed by millions of people daily. Shopee is also a key contributor to the region’s digital economy with a firm commitment to helping homegrown brands and entrepreneurs succeed in e-commerce.
Shopee is part of Sea Limited (NYSE: SE), a leading global consumer internet company. Sea’s mission is to better the lives of consumers and small businesses with technology through its three core businesses: Shopee, Garena and SeaMoney.