Assistant Manager, Workforce Management & Operations Excellence - Operations, Shopee
- Ho Chi Minh City
- Permanent
- Full-time
- Monitor and optimize agent productivity, staffing levels, and shift planning to meet business targets.
- Oversee BPO performance and headcount planning, including cost and SLA management.
- Collaborate with ops leads to ensure smooth ramp-up/down cycles aligned with demand forecasts.
- QA & Process Governance
- Standardize agent SOPs and operational guidelines across internal and BPO teams.
- Drive continuous improvement through regular audits, RCA (root cause analysis), and corrective action planning.
- Act as central coordinator for all BPO-related planning, issue resolution, and alignment.
- Ensure vendor compliance with quality and productivity standards.
- Evaluate BPO operational efficiency and support contract performance reviews.
- Work closely with Governance, Escalations, and Ops Solutions teams to align on policies, escalation handling, and tech tool enhancements.
- Support in building dashboards and reports to track workforce KPIs, QA trends, and capacity planning.
- 3-5 years of experience in Workforce Management, QA, or Operations Planning, preferably in a large-scale Customer Service / BPO environment.
- Experience in e-commerce, fraud ops, or governance-related functions is a plus
- Strong knowledge of agent performance metrics, forecasting, staffing models, and SLA frameworks.
- Comfortable with ambiguity and process design from scratch.
- Familiarity with BPO management, QA processes, and process optimization.
- Exceptional analytical and communication skills.
- Proficient in Excel, Google Sheets, and dashboarding/reporting tools
- Experience working in fast-paced, high-volume environments.
- Proficient at Excel and PowerPoint
- Proficient in both spoken and written English