Workforce Management & Data Reporting - Operations (Yogyakarta - Contract)

Shopee; Daerah Istimewa Yogyakarta; On-site; IDR 8.000.000 - 12.000.000; Full time

Job summary

A leading e-commerce platform in Indonesia is looking for a Data Analyst to analyze data from BI and Marketing for customer service scheduling. Candidates should have a Bachelor's Degree and at least 1 year of experience in a related field, with proficiency in Excel and SQL. The role involves developing reporting dashboards and communicating effectively with stakeholders. This position offers opportunities for professional growth and contribution to business decisions.

Qualifications

• Minimum 1 year of experience in workforce management related fields.
• Good communication skills in English.
• Able to develop reporting or dashboards from scratch.

Responsibilities

• Analyze data for effective workforce planning.
• Create and report all KPI/CSAT achievements.
• Develop and maintain reporting dashboards.

Skills

Data analysis

Statistical approach

Verbal communication

Written communication

Data interpretation

Excel

SQL

Education

Bachelor's Degree

Tools

Google Sheets

Data Suite

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 systems
• 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
• 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
• Good with numbers and data interpretation
• Familiar with Excel and SQL