Shopee is hiring a

Workforce Management Analyst

Job Description:

  • Monitoring contact data to report trends and forecasting at individual, team and country-level as well as providing feedback to the management team;
  • Evaluating the performance based on the reports to have prompt actions to improve the quality of the agents, and the teams;
  • Working closely with Process excellent team to review the process and productivity in order to ensure optimized workflow across teams;
  • Participating in customer listening programs to identify customer needs and expectations.

 

Requirements:

  • 2-3 years in any contact center, e-commerce experience is a plus;
  • Excellent verbal, written and interpersonal communication skills in both English and Portuguese;
  • Outstanding customer service skills and dedication to providing exceptional customer care;
  • Ability to use excel to extract, analyze data and prepare reports; Previous experience with Salesforce will be a plus.