Workforce Management Analyst - Shopee

You will leverage workforce management tools to forecast contact volume and optimize staff scheduling across various campaigns and channels. Your role involves developing short-term and long-term capacity plans to ensure optimal interval-level shift coverage and meet strict service level agreements. You will work closely with the Customer Service team to align planning with broader operational goals and proactively adjust workforce plans based on dynamic volume shifts.

You will monitor real-time contact queues and agent activities to ensure strict adherence to schedules and target metrics. The position requires managing contact volume, daily attendance, and break schedules, taking immediate corrective actions during volume surges or queue imbalances. You will maintain and update rosters in line with business demands, campaign spikes, and agent availability.

• Forecast contact volume and schedule staff efficiently using workforce management tools
• Analyze contact volume patterns across campaigns, channels, and queues to optimize scheduling
• Develop short-term and long-term capacity plans, volume forecasts, and roster schedules
• Maintain and update rosters based on business demands, campaign spikes, and agent availability
• Monitor real-time contact queues and agent activities to ensure adherence to schedules
• Manage contact volume, daily attendance, and break schedules with immediate corrective actions during surges

• Thai nationality
• Bachelor's Degree in a related field
• 1–3 years of experience in Workforce Management (WFM), Real-Time Analysis (RTA), or Data Analysis within a Contact Center or E-commerce environment
• Strong knowledge of Contact Center metrics including SLAs, AHT, Adherence, and Call/Chat Volumes
• Advanced proficiency in Microsoft Excel (Lookups, Pivot Tables, Data Modeling)
• Proficiency in BI tools such as SQL, Tableau, or Power BI is a plus
• Excellent communication and coordination skills to collaborate with CS Team Leaders and management

• Ability to thrive and adapt quickly in a fast-paced, high-demand operational environment
• Willingness to work on a rotating schedule or shift roster as required by business operations