Workforce Management & Data Reporting - Operations (Yogyakarta)

Shopee; Daerah Istimewa Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading e-commerce platform in Indonesia is seeking a Data Analyst to enhance operational efficiency through data analysis and reporting. The ideal candidate will have a Bachelor's degree and at least one year's experience, particularly in workforce management. Responsibilities include analyzing data for optimal resource coverage and developing reporting dashboards using tools like Excel and SQL.

Qualifications

• Minimum 1 year of working experience in related field.
• Experience in WFM such as forecasting and scheduling is an advantage.
• Good with numbers and data interpretation.

Responsibilities

• Analyze data to create and adjust CS schedules.
• Forecast manpower planning within the CS Team.
• Provide ad hoc data analysis and reporting.

Skills

Data analysis

Forecasting

Scheduling

Data reporting

Communication skills

Education

Bachelor's Degree in any major

Tools

Excel

SQL

Google Sheets

Looker

Job description

Responsibilities

• 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 years of working experience in related field (experiencing in WFM such as forecasting, scheduling and data reporting would be an advantage)
• Good with numbers and data interpretation
• Able 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
• Able to provide and develop reporting or dashboards from scratch
• Familiar using Excel and SQL