Workforce Management Supervisor

5 days ago

Yogyakarta, Indonesia Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationIndonesia - YogyakartaThe 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.
- Deskripsi Pekerjaan:
- Mengelola dan memantau seluruh kegiatan operasional RTFM/WFM Team
- Mengembangkan dan menerapkan hasil analisis data yang sudah dibuat
- Mengembangkan _actionable roadmaps _untuk meningkatkan _workflow _atau alur kerja dan proses tim. Memastikan bahwa _actionable roadmaps _yang dibuat sesuai dengan KPI secara global
- Menyiapkan, menganalisis, dan merangkum hasil _customer operations report_ secara mingguan, bulanan, dan setiap periode berkala. Hasil report akan dibuat berupa laporan spesifikasi, instruksi, dan _flowcharts _yang akan digunakan untuk seluruh _stakeholders_
- Mengevaluasi indikator kinerja utama, membuat laporan secara berkelanjutan, dan mengajukan rekomendasi pembaruan _business plan_

**Requirements**:

- Persyaratan:
- Minimal pendidikan S1/D4/sederajat
- Berpengalaman 2 tahun di bidang terkait (WFM Team) sebagai supervisor
- Memiliki kemampuan leadership dan manajemen tim: _coaching, problem-solving, & decision-making_
- Memiliki kemampuan analisis yang kuat dan berpikir secara terstruktur, terutama dalam menyelesaikan masalah
- Memiliki kemampuan relasi yang baik ke seluruh _stakeholders_, termasuk Regional Team
- Kemampuan berbahasa inggris yang baik dan lancar: lisan dan tertulis
- Terbiasa menganalisis data dan mampu menjelaskan hasil analisis secara terperinci
- Ahli dalam menggunakan Microsoft Excell, alat presentasi, pembuatan laporan data, CS metric, dan CRM tools

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