Workforce Planning Lead

1 week 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

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