18 ene
Shopee
Xico
**_Job Description_**
- Effective strategic and tactical forecasting to ensure accurate scheduling of resources to meet seasonal workload demand.
- Provision of timely, accurate and relevant reporting to support business processes with a view to review, prioritise, streamline and automate existing operational reporting ensuring the reports that are produced provide high value with mínimal manual effort.
- Follows and reinforces the resources financial plan adjusting staffing efficiently to meet budget.
- High focus on Budgeting by using calculated forecasts to optimize staff deployment and balance workload as labor demands change.
- Lead strategic projects of budgeting and planning to improve efficiencies.
- Manage rosters and data in real time to ensure efficiencies are maintained in real time.
- Monitor workforce management, operational and ACD systems and proactively identify opportunities and assist in the implementation of system enhancements.
- Generates reports & visibility for productivity and efficiency KPI's such as (Attrition, Adherence, Conformance, AHT, ACW, Hold, Transfers, and transfer time, Productive Hours vs Non Productive hours)
- Responsible for the communication at all levels regarding any event that could impact the staffing plans.
- Accountable for delivering Operations results and achieve monthly budgeting, staffing and service level goals.
- Interacts with partners to provide insight of seasonal events or specific needs to keep track and update the staffing plans.
- Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism.
- Data Driven mindset, improve processes and
- Increase efficiency of operations by recommending necessary changes
- Create and edit the yearly staffing plan based on business needs and seasonal events
- Use Workforce Optimization (WFO) software to improve efficiency
- Forecast staffing needs, taking into account contact volume and headcount requirements.
- Provide updates on efficiency to company leaders.
- Uphold a high standard of customer service through real-time monitoring and other methods.
**_Requirements & Skills_**
- Clear strategic thinker: You are able to navigate ambiguous, data-rich environments to define a strategic vision and structure into actionable components for a team.
- Insightful operation: Build deep insights and understanding of the business and product features through project management, stakeholder management and be Data Driven.
- Bachelor's degree (Business administration, Engineering or Applied Mathematics and Computing preferred)
- +3 year of experience as WFM familiar with scheduling, staffing, and planning in a service platform
- Experience with Workforce Optimization software is a plus
- Computer proficiency
- Organizational and communication skills
- English proficiency 4 (reads, writes, speaks 100% the language)
- Experience working with data analytics tools (Power BI, Tableau, SQL, etc)
- Social & Teamwork skills
- Experience in offline FTE calculation
LI-VV1
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