Workforce Management Associate

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationMexico - Mexico 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. Browse our Operations team openings to see how you can make an impact with us.

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Job Description_**
- Effective strategic and tactical forecasting to ensure accurate scheduling of resources to meet seasonal workload demand.
- Provision of timely, accurate and relevant reporting to support business processes with a view to review, prioritise, streamline and automate existing operational reporting ensuring the reports that are produced provide high value with mínimal manual effort.
- Follows and reinforces the resources financial plan adjusting staffing efficiently to meet budget.
- High focus on Budgeting by using calculated forecasts to optimize staff deployment and balance workload as labor demands change.
- Lead strategic projects of budgeting and planning to improve efficiencies.
- Manage rosters and data in real time to ensure efficiencies are maintained in real time.
- Monitor workforce management, operational and ACD systems and proactively identify opportunities and assist in the implementation of system enhancements.
- Generates reports & visibility for productivity and efficiency KPI’s such as (Attrition, Adherence, Conformance, AHT, ACW, Hold, Transfers, and transfer time, Productive Hours vs Non Productive hours)
- Responsible for the communication at all levels regarding any event that could impact the staffing plans.
- Accountable for delivering Operations results and achieve monthly budgeting, staffing and service level goals.
- Interacts with partners to provide insight of seasonal events or specific needs to keep track and update the staffing plans.
- Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism.
- Data Driven mindset, Improve processes and increase efficiency of operations by recommending necessary changes
- Create staffing projections for 15, 30, 60 and 90 days in advance
- Create and edit the yearly staffing plan based on business needs and seasonal events
- Use Workforce Optimization (WFO) software to improve efficiency
- Forecast staffing needs, taking into account contact volume and headcount requirements.
- Provide updates on efficiency to company leaders.
- Uphold a high standard of customer service through real-time monitoring and other methods.

**Requirements**:
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Requirements & Skills_**
- Clear strategic thinker: You are able to navigate ambiguous, data-rich environments to define a strategic vision and structure into actionable components for a team.
- Insightful operation: Build deep insights and understanding of the business and product features through project management, stakeholder management and be Data Driven ALWAYS.
- Bachelor’s degree (Business administration, Engineering or Applied Mathematics and Computing preferred)
- +5 year of experience as WFM familiar with scheduling, staffing, and planning in a service platform
- Experience with Workforce Optimization software a plus
- Computer proficiency
- Organizational and communication skills
- English proficiency 4 (reads, writes, speaks 100% the language)
- Experience working with data analytics tools (Power BI, Tableau, SQL, etc)
- Social & Teamwork skills
- Experience working with the following platforms:

- Aspect Workforce Management
- Altitude Xperience
- Avaya Aura
- Avoxi Genius
- CloudTalkk
- Calalbriio One
- Dialpad Contact Center
- Genesys Cloud
- Genesys Engage
- Genesys PureConnect
- Nextiva Call Center
- Nice inContact
- RingCentral Engage Voice
- Sharpen
- Talkdesk
- Verint Workforce Management