Workforce Planning Lead

6 days ago


Ho Chi Minh City, Vietnam Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationVietnam - Ho Chi Minh CityThe 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.
- Lead a team to monitor and assist the Leadership team in developing the Customer Excellence team's Workforce:
- Monitor the overall KPI and quality strategy, including day-to-day management, goal setting, performance reviews, training, and coaching.
- Analyzing and monitoring operational KPIs across the teams.
- Prepare interval level forecast and requirement for resources planning. Work closely with management to execute it.
- Build-up, maintain Internal knowledge base. Conduct training, coaching & quality audit plans to ensure all the policies, SOPs are updated promptly to the employee.
- Provide analysis and recommendations to improve staffing levels and efficiency.
- Manage the overall quality performance of outsourced vendors. Establishes requirement and audits to ensure targeted performance metrics are accomplished.
- Perform trend analysis and make recommendations if applicable.
- Take on ad-hoc projects/assignments.

**Requirements**:

- 3+ years of experience in contact center workforce management/ QA & training supervisory roles.
- Must have a strong track record of analyzing, leading, and monitoring various processes to improve customer service quality and staff performance.
- Excellent English communication skills (verbal & written).
- Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments.
- Able to handle multiple projects and effectively manage different timelines.
- Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
- Proficiency in Microsoft products including Word, Excel and PowerPoint
- Experience in Learning management tools is a plus



  • Ho Chi Minh City, Ho Chi Minh, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Team Lead)- LocationVietnam - Ho Chi Minh CityThe 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...


  • Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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...


  • Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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...


  • Ho Chi Minh City, Ho Chi Minh, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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...


  • Ho Chi Minh City, Ho Chi Minh, Vietnam Haleon Full time

    Job Description:Site Name: Vietnam - Ho Chi Minh CityPosted Date: Jan 4 2023 **_Hello Haleon_**Hello. We're Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we're improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands - including Sensodyne, Panadol,...


  • Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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...


  • Ho Chi Minh City, Vietnam Dentsu Aegis Network Full time

    The purpose of this role is to manage a team of media planners and assist the Account Director on a day to day basis. This is to ensure that their teams are delivering plans that deliver against client objectives whilst balancing agency trading objectives. Job Title: Integrated Planning Lead **Job Description**: Manages team members in order to deliver...

  • Customer Strategy

    2 weeks ago


    Ho Chi Minh City, Vietnam Unilever Full time

    **Job Descriptions**: **Be accountable for Category P&L delivery through expanded KPI and deeper category expertise**: - Ensures highest standards of Trade Category Plans via portfolio and channel strategic planning and deployment to deliver category & brand objectives, - Ensure full integration of Channel Trade Category Plans with Brand Marketing Plans and...


  • Ho Chi Minh City, Vietnam Mondelēz International Full time

    **Are You Ready to Make It Happen at Mondelēz International?** **Join our Mission to Lead the Future of Snacking. Make It Possible** You will oversee demand planning activities for your assigned product families in your business unit. You will also lead the demand review process and driving interactions with the cross-functional teams. **How you will...


  • Ho Chi Minh City, Ho Chi Minh, Vietnam Mondelēz International Full time

    Are You Ready to Make It Happen at Mondelēz International?Join our Mission to Lead the Future of Snacking. Make It PossibleYou will oversee demand planning activities for your assigned product families in your business unit. You will also lead the demand review process and driving interactions with the cross-functional teams.How you will contributeYou will:...


  • Ho Chi Minh City, Vietnam Mondelēz International Full time

    **Job Description**: **Are You Ready to Make It Happen at Mondelēz International?** **Join our Mission to Lead the Future of Snacking. Make It Possible.** Our employees are key ingredients to our success, and you will balance their interests with those of the business. You will be a trusted partner to managers to drive strategic growth and will coach and...


  • Ho Chi Minh City, Vietnam Mondelēz International Full time

    **Job Description**: **Are You Ready to Make It Happen at Mondelēz International?** **Join our Mission to Lead the Future of Snacking. Make It Possible.** You will manage a team of material and supply planners in a category, enduring that mid - to long-term production/material plans are in place for your assigned plants/lines in line with approved...


  • Ho Chi Minh City, Ho Chi Minh, Vietnam Shopee Full time

    DepartmentMarketing- LevelExperienced (Team Lead)- LocationVietnam - Ho Chi Minh CityOur Marketing teams conceptualise and implement go-to-market activities to achieve increased usage and visibility. The Regional Marketing team is responsible for in-app campaign planning, product marketing, partnerships and content strategy to drive acquisition and...


  • Ho Chi Minh City, Vietnam AIA Full time

    At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. - As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live...


  • Ho Chi Minh City, Vietnam CMH Saigon Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận)Công việc 1.1 Pitching & Client acquisition: Develop strategic solutions that address the client's business challenges/ goals. Develop and write briefs based on client briefs and to address any issues/opportunities clients may have. Propose creative directions to the creative team and provide...


  • Ho Chi Minh City, Ho Chi Minh, Vietnam Shopee Full time

    DepartmentMarketing- LevelExperienced (Team Lead)- LocationVietnam - Ho Chi Minh CityOur Marketing teams conceptualise and implement go-to-market activities to achieve increased usage and visibility. The Regional Marketing team is responsible for in-app campaign planning, product marketing, partnerships and content strategy to drive acquisition and...

  • Campaign Planning Lead

    2 months ago


    Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentMarketing- LevelExperienced (Team Lead)- LocationVietnam - Ho Chi Minh CityOur Marketing teams conceptualise and implement go-to-market activities to achieve increased usage and visibility. The Regional Marketing team is responsible for in-app campaign planning, product marketing, partnerships and content strategy to drive acquisition and...


  • Ho Chi Minh City, Ho Chi Minh, Vietnam Mondelēz International Full time

    Job Description:Are You Ready to Make It Happen at Mondelēz International?Join our Mission to Lead the Future of Snacking. Make It Possible.Our employees are key ingredients to our success, and you will balance their interests with those of the business. You will be a trusted partner to managers to drive strategic growth and will coach and challenge them to...


  • Ho Chi Minh City, Ho Chi Minh, Vietnam Unilever Full time

    Ready to move forward in your career? Please check out position Integrated Planning Manager, B&W Vietnam, located in Ho Chi Minh CityThe Purpose of Role:Responsible to oversee and manage planning to meet service levels by balancing the resources and collaborating with the wider business. Navigates across short-, medium- and long-term needs, responds very...

  • Workforce Management

    2 weeks ago


    Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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...