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FBS CS Data Analyst - BI, Scommerce

Shopee
1-3 Years
Singapore
  • Posted 5 hours ago
  • Be among the first 10 applicants

Job Description

Job Description:

  • Utilize workforce management tools and techniques to forecast contact volume and schedule staff efficiently.
  • Analyze contact volume patterns across campaigns, channels, and queues to optimize scheduling.
  • Align scheduling and forecasting requirements to ensure optimal interval-level shift coverage.
  • Proactively adjust workforce plans based on dynamic volume shifts and re-forecast when necessary.
  • Ensure schedules are generated on a timely basis to maximize resource allocation efficiency.
  • Develop short-term and long-term capacity plans, volume forecasts, and roster schedules to consistently meet SLAs and operational targets.
  • Maintain and update rosters in line with business demands, campaign spikes, and agent availability/requests.
  • Work closely with the Customer Service team to align planning with broader operational goals.
  • Monitor real-time contact queues and agent activities to ensure strict adherence to schedules and target metrics.
  • Manage contact volume, daily attendance, and break schedules, taking immediate corrective actions during volume surges or queue imbalances.

Requirements:

  • Thai nationality.
  • Bachelor's Degree in any related field.
  • At least 1â€3 years of experience in Workforce Management (WFM), Real-Time Analysis (RTA), or Data Analysis within a Contact Center / E-commerce environment. (Optional)
  • Strong knowledge of Contact Center metrics (e.g., SLAs, AHT, Adherence, Call/Chat Volumes).
  • Advanced proficiency in Microsoft Excel (Lookups, Pivot Tables, Data Modeling) proficiency in BI tools (SQL, Tableau, Power BI) is a plus.
  • Excellent communication and coordination skills to collaborate effectively with CS Team Leaders and management.
  • Ability to thrive and adapt quickly in a fast-paced, high-demand operational environment.
  • Willingness to work on a rotating schedule/shift roster as required by business operations.

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Workforce Management
Employment Type:
Full time

About Company

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 152068705

Last Updated: 07-08-2026 02:55:10 AM
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