Customer Operations, Workforce Management (Jogja)

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationIndonesia - YogyakartaThe 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.
- Analyze the regional direction and gain information from BI, Marketing in order to create a proper schedule that accommodates all the company's need
- Create schedule (for L1 & L2 CS) and monitor changes to schedule, in order to ensure adequate daily resource coverage
- Forecast manpower planning within the CS Team (based on forecast projection from BI), in order to ensure adequate daily resource coverage
- Inform CS Team related to applied policies and standards, in order to ensure CS Team understand and comply with performance standards and policies to achieve the specified company's goals
- Create, compile, and report, all KPI/CSAT/best performance, and scorecard achievements in Operations from Sales Force

**Requirements**:

- Min. Bachelor's Degree in any major
- Min. 2 years of working experience in related field (experiencing in WFM such as forecasting and Scheduling would be an advantage)
- Good with numbers and data interpretation
- Able to use a statistical approach on data storytelling
- Able to provide and develop reporting or dashboards from scratch
- Should be excellent in Excel / Should be decent in excel for other roles
- Understand Customer Service SLA metrics