Senior Planning (Customer Service) - Operations, Shopee

• Planning headcount by week/month and communicating with BPO to adapt headcount requests.
• Preparation of daily / Weekly / Monthly reports & presentations to high level and to overview BPO performance.
• Overview in Headcount planning: arrange schedule for CS agent, allocation plan when conducting new projects or new training.
• Maintain cost including cost usage and cost per pro, ensuring cost efficiency.
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Creating, modifying and providing other types of data files as needed.
• Take on ad-hoc projects/assignments.
• Working time: 9 am - 6 pm Monday - Friday (on duty weekend, Tet/Holiday for support adjust headcount).

• Good Excel and reporting skills. Strong analytical skills, able to spot trends and insights from data analysis.
• Excellent communication/negotiation, organizational and logical thinking.
• Strong attention to detail.
• Proactive attitude and ability to work with minimal supervision.
• Able to work with high pressure and tight deadlines.
• At least 1 years of experience.

Shopee