$ads={1}
Apply Now
DepartmentOperations
LevelExperienced (Individual Contributor)
LocationVietnam - Ho Chi Minh City
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:
Monitoring contact data to report trends and forecasting at individual, team and country level as well as providing feedback to the management team.
Evaluating the performance based on the reports to have prompt actions to improve the quality of the agents, and the teams.
Design shifts based on forecast pattern & calculate staffing overages/ Deficits
Develop performance measurement frameworks (KPIs, goals, user needs, benefits)
Monitor & analyze the team performance, adapting their approach and framework appropriately and in line with any changes.
Work on redesigning processes and optimize workflows to match business needs
Requirements:
At least 1 year of experience in performance analyst, workforce planning
Critical thinking, multitasking, problem solving, time management
Result oriented, self-driven, positive attitude and team player striving for team success
Good at communication skills, both written and spoken
Able to communicate in English (spoken and written) is a plus
$ads={2}
