Workforce Management (CS) - Operations, MY Marketplace

Shopee

Malaysia, Kuala Lumpur

2-4 Years

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Posted 11 days ago
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Job Description

Job Description:

Forecasting & Capacity Planning - Develop short-term and long-term volume forecasts across channels. Translate demand forecasts into staffing requirements using workload and shrinkage assumptions. Perform variance analysis on forecast vs actual and continuously refine assumptions.
Scheduling & Resource Optimization - Create optimized schedules that balance service level, occupancy, shrinkages, tenurity and skillsets. Partner with VM to manage staffing risks and implement mitigation plans.
Real-Time Management Support - Monitor intraday performance vs plan (SL, AR, backlog, occupancy, adherence). Provide actionable recommendations on staffing movements, OT, skill rebalancing, and reforecasting. Support RTA governance for aux usage, breaks, and schedule adherence.
Performance Analytics & Reporting - Produce daily, weekly, and monthly WFM reports on capacity, productivity, shrinkage, and efficiency. Identify trends, risks, and opportunities to improve utilization and cost efficiency. Conduct root cause analysis on service level misses and productivity gaps.
Stakeholder & Vendor Management - Partner with Operations, Training, QA, and BPO vendors on staffing plans and performance outcomes. Review vendor capacity plans and ensure alignment with forecast and budget. Support ramp-up and ramp-down planning with scenario modeling.
System Enhancement & Cross-Functional Support - Partner with Regional and Product teams on WFM-related system enhancements and new feature rollouts. Support system change requests, UAT, configuration testing, and post-launch monitoring. Translate operational requirements into system improvements to enable better planning, scheduling, and real-time control. Act as WFM system SME for operations and vendors.
Process Improvement - Drive continuous improvement in forecasting accuracy, scheduling efficiency, and intraday controls. Improve WFM tools, templates, and governance. Support automation and standardization initiatives.

Requirements:

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.

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About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 141729923

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