Capacity Planning (E-Commerce Industry)

Agensi Pekerjaan JobScoper Sdn. Bhd.; Nusa Jaya; On-site; IDR 10.000.000 - 15.000.000; Full time

Job summary

A recruitment agency in Indonesia is seeking a Workforce Management professional to oversee resource planning and staffing efficiency in a BPO environment. The ideal candidate has 2-3 years of experience in workforce management, is proficient in MS Excel, and is fluent in English and Mandarin, with preference for Cantonese. This role involves forecasting volumes, ensuring compliance with KPIs, and optimizing resource allocation.

Benefits

Training provided

EPF & SOSCO

Annual leave

Medical leave

Rotational shifts

Qualifications

• 2-3 years of experience in Workforce Management, Capacity Planning, or Forecasting in a BPO setup.
• Strong proficiency in MS Excel (pivot tables, formulas, forecasting tools).
• Fluent in English and Mandarin; Cantonese is more preferred.
• Strong analytical and problem-solving skills with attention to detail.
• Flexibility to work rotational shifts and weekends (depending on business needs).

Responsibilities

• Forecast call/chat/email volumes and workload demand across ecommerce processes.
• Develop capacity and resource plans to ensure the right staffing levels meet SLAs.
• Create and maintain scheduling models, headcount plans, and utilization reports.
• Ensure compliance with client KPIs and optimize resource allocation to control costs.
• Provide management with insights and recommendations for continuous improvement.

Skills

Workforce Management

Capacity Planning

Forecasting

MS Excel

English

Mandarin

Cantonese

Job description

Job Responsibility

• Forecast call/chat/email volumes and workload demand across ecommerce processes.
• Develop capacity and resource plans to ensure the right staffing levels meet Service Level Agreements (SLAs).
• Create and maintain scheduling models, headcount plans, and utilization reports.
• Ensure compliance with client KPIs and optimize resource allocation to control costs.
• Provide management with insights and recommendations for continuous improvement in forecasting and staffing efficiency.

Job Requirements

• 2â3 years of experience in Workforce Management, Capacity Planning, or Forecasting in a BPO setup.
• Strong proficiency in MS Excel (pivot tables, formulas, forecasting tools).
• Can speak in English, Mandarin with Fluent. Cantonese language more preferred.
• Strong analytical and problem-solving skills with attention to detail.
• Flexibility to work rotational shifts and weekends (depending on business needs).

Job Benefits

• Traning provided.
• EPF & SOSCO.
• Annual leave & Medical leave
• Monday-Sunday;9am-8pm