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Customer Operations, Workforce Management (Jogja)

Company

Shopee
Address Yogyakarta, Indonesia
Employment type FULL_TIME
Salary
Category Teknologi, Informasi, dan Internet
Expires 2023-10-03
Posted at 8 months ago
Job Description


  • Analyze the regional direction and gain information from BI, Marketing in order to create a proper schedule that accommodates all the company’s need
  • Create schedule (for L1 & L2 CS) and monitor changes to schedule, in order to ensure adequate daily resource coverage
  • Forecast manpower planning within the CS Team (based on forecast projection from BI), in order to ensure adequate daily resource coverage
  • Inform CS Team related to applied policies and standards, in order to ensure CS Team understand and comply with performance standards and policies to achieve the specified company’s goals
  • Create, compile, and report, all KPI/CSAT/best performance, and scorecard achievements in Operations from Sales Force


Requirements


  • Good with numbers and data interpretation
  • Min. 2 years of working experience in related field (experiencing in WFM such as forecasting and Scheduling would be an advantage)
  • Min. Bachelor's Degree in any major
  • Able to use a statistical approach on data storytelling
  • Able to provide and develop reporting or dashboards from scratch
  • Should be excellent in Excel / Should be decent in excel for other roles
  • Understand Customer Service SLA metrics