Customer Operations Workforce Management Lead


  • South Jakarta, Indonesia
    26, Pacific Century Place SCBD Lot 10, Jl. Jendral Sudirman Kav 52-53, Jakarta 12190, Indonesia, South Jakarta, DKI Jakarta, Indonesia
    South Jakarta
    DKI Jakarta
  • Full time
Recruiter was hiring 2 days ago

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
1 opening

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About Shopee

Shopee, backed by Sea (formerly known as Garena) is the fastest-growing eCommerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing both buyers and sellers with an easy, secure and fast online shopping experience through strong payment and logistical support. The Shopee team believes in the transformative power of technology. As shopping on mobile device becomes the new norm, Shopee aims to continually enhance its platform and become the region’s eCommerce destination of choice via ongoing product optimisation and localised user-centred strategies. Shopee is strongly supported by Sea, Southeast Asia’s leading internet platform provider, valued at US$ 3.75 billion according to the Wall Street Journal article. Officially launched in 2015, Shopee has exponentially grown in popularity within the region in less than a year. The team has also been growing in numbers and is now around 5,000 strong, spanning across Singapore, Indonesia, Malaysia, Philippines, Shanghai, Shenzhen, Taiwan, Thailand and Vietnam.
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