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Workforce Forecasting and Capacity Planner

Shopee
BGC Fulltime 61

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:
  • Create long term budget forecast, mid-range, short term and intraday forecasting
  • Support business decisions through the preparation of timely and accurate variable forecasts in a high volume contact center, with specific focus on improving the customer experience and maximising operational efficiencies
  • Validate confidence of established influences/drivers (factors determining forecasts)
  • Leverage advanced statistical methodologies (correlation, regression, etc.)
  • Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making
  • Provide analysis and recommendations to improve staffing levels and efficiency
  • Provide historical reporting compilation as required by the campaign.
  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests
  • Develop call forecasts to a level of detail necessary for effective headcount planning and
  • Work closely with other departments promoting open flow of information.
  • Creates/updates mid term to long term staffing/capacity plan


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