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Workforce Management - Operations, ShopeeFood (Solo)

Shopee Internasional Indonesia
Shopee Internasional Indonesia (Surakarta, Central Java)
Central Java, Indonesia 🇮🇩
Shopee Internasional Indonesia
Merupakan platform e-commerce terkemuka di Asia Tenggara dan Taiwan. Shopee menghadirkan ekosistem digital yang inklusif dan berkelanjutan, dengan misi mendukung bisnis melakukan transformasi digital dan meningkatkan cakupan online mereka, membantu lebih banyak orang mengakses dan memanfaatkan layanan digital, serta memberdayakan komunitas lokal.

About this position

The Workforce Management - Operations position at ShopeeFood (Solo) involves developing accurate forecasts, analyzing performance metrics, and collaborating with teams to enhance agent performance and operational efficiency.

Responsibilities

• Develop and maintain accurate forecasts of contact volume and staffing requirements.
• Reviewing optimized schedules created by WFM BPO to meet service level goals while considering agent preferences and business needs.
• Conduct regular analysis of performance metrics, identifying trends and areas for improvement.
• Collaborate with the WFM BPO and BRO teams to ensure agent performance and BPO company performance meet the expected target.
• Provide recommendations for process improvement based on data analysis.
• Implement strategies to maximize workforce efficiency and minimize operational costs.
• Utilize workforce management tools and software to automate and streamline processes.
• Ensure compliance with labor laws, regulations, and company policies.

Requirements

• Education background: Min. D3 or Bachelor’s degree.
• Min. 1 year as WFM staff or Data Analyst Staff.
• Proficiency in data analysis tools such as Microsoft Excel, Google Sheets, or more advanced platforms like Google Data Studio or Power BI would be an advantage.
• Ability to process, clean, and analyze large datasets to derive meaningful insights.
• Knowledge of SQL (will be an advantage).
• Understanding of database structures and the ability to extract relevant data for reporting purposes.
• Familiarity with reporting tools specific to contact center.
• Ability to generate and customize reports using tools provided.
• Knowledge of advanced Excel formulas and functions for data analysis.
• Basic scripting skills (e.g., Python) will be an advantage.
• The ability to create automated workflows for efficient reporting will be advantage.
• Experience in designing intuitive and visually appealing dashboards for presenting key performance indicators (KPIs).
• Knowledge of dashboard creation tools like Google Data Studio.
• Understanding of basic statistical concepts for analyzing trends and patterns in data.
• Knowledge of database management systems (DBMS) for organizing and maintaining data.
• Ability to document reporting processes and procedures for knowledge sharing and training purposes.
• Willing to be placed in Solo.

Benefits

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Huneety A.I Salary Estimate
5,000,000 - 18,000,000 IDR per month