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.

Shopee