Workforce Management

Shopee; Kota Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading e-commerce company located in Indonesia seeks a skilled individual to analyze data and develop reporting dashboards. The ideal candidate will have a Bachelor's Degree and at least 1 year of experience in a related field. Strong communication skills in English and proficiency in Excel and SQL are required. The role involves forecasting manpower planning and ensuring optimal resource coverage in team operations.

Qualifications

• Minimum 1 year of working experience in related field, advantage if experienced in WFM.
• Excellent verbal and written communication skills to communicate with agents and stakeholders.
• Ability to provide and develop reporting or dashboards from scratch.

Responsibilities

• Analyze data to create, monitor, and adjust schedules ensuring optimal resource coverage.
• Forecast manpower planning within the CS Team to ensure adequate coverage.
• Develop, automate, and maintain reporting dashboard and tools.

Skills

Data analysis

Communication in English

Statistical approach on data storytelling

Excel

SQL

Data interpretation

Education

Bachelor's Degree in any major

Tools

Google Sheets

Data Suite

Looker

Job description

Job Description

• Analyze data from BI and Marketing to create, monitor, and adjust CS (L1 & L2) schedules, ensuring optimal daily resource coverage.
• Forecast manpower planning within the CS Team (based on forecast projection from BI), in order to ensure adequate daily resource coverage.
• Create, compile, and report all KPI/CSAT/best performance, and scorecard achievements in Operations from Sales Force.
• Ensure timely, accurate and consistent delivery of daily, weekly and monthly reports to stakeholders.
• Develop, automate, and maintain reporting dashboard and tools using platforms such as Google Sheets, SQL, Data Suite, Looker and other relevant system.
• Provide ad hoc data analysis and reporting to address urgent operational needs and enable informed decision making.

Requirements

• Min. Bachelor's Degree in any major.
• Min. 1 year of working experience in related field (experience in WFM such as forecasting, scheduling and data reporting would be an advantage).
• Good communication in English.
• Ability to use a statistical approach on data storytelling.
• Excellent verbal and written communication skills to communicate with agents, supervisors and other stakeholders.
• Clear and concise communication to provide real-time feedback, guidance, and instructions to agents and supervisors.
• Ability to provide and develop reporting or dashboards from scratch.
• Good with numbers and data interpretation.
• Familiar using Excel and SQL.