Assistant Manager, Workforce Management & Operations Excellence - Operations, Shopee

1. Workforce Management & Planning

• 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

2. Lead quality assurance initiatives across multiple touchpoints

• 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.

3. BPO Management

• 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.

4. Cross-team Collaboration

• 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.

Yêu cầu công việc:

• 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