Workforce Management & Data Reporting - Operations (Yogyakarta)

Shopee


Tanggal: 3 minggu yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu
Job Description

  • Analyze data from BI and Marketing to create, monitor, and adjust CS (L1 & L2) schedules, ensuring optimal daily resource coverage
  • Forecast manpower planning within the CS Team (based on forecast projection from BI), in order to ensure adequate daily resource coverage
  • Create, compile, and report, all KPI/CSAT/best performance, and scorecard achievements in Operations from Sales Force
  • Ensure timely, accurate and consistent delivery of daily, weekly and monthly reports to stakeholders
  • Develop, automate, and maintain reporting dashboard and tools using platforms such as Google Sheets, SQL, Data Suite, Looker and other relevant system
  • Provide ad hoc data analysis and reporting to address urgent operational needs and enable informed decision making

Requirements

  • Min. Bachelor's Degree in any major
  • Min. 1 years of working experience in related field (experiencing in WFM such as forecasting, scheduling and data reporting would be an advantage)
  • Good with numbers and data interpretation
  • Able to use a statistical approach on data storytelling
  • Excellent verbal and written communication skills to communicate with agents, supervisors and other stakeholders
  • Clear and concise communication to provide real-time feedback, guidance, and instructions to agents and supervisors
  • Able to provide and develop reporting or dashboards from scratch
  • Familiar using Excel and SQL

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