Senior Planning (Customer Service) - Operations, Shopee

1-3 years
2 months ago
Job Description

Job Description:

  • Planning headcount by week / month and communicating with BPO to adapt headcount requests.
  • Preparation of daily / weekly / monthly reports & presentations to high level and to overview BPO performance.
  • Overview in Headcount planning: arrange schedule for CS agent, allocation plan when conducting new projects or new training.
  • Maintain cost including cost usage and cost per pro, ensuring cost efficiency.
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Creating, modifying and providing other types of data files as needed.
  • Take on ad-hoc projects/assignments.
  • Working time: 9 am - 6 pm Monday - Friday (on duty weekend, Tet / Holiday for support adjust headcount).


  • Good Excel and reporting skills. Strong analytical skills, able to spot trends and insights from data analysis.
  • Excellent communication/negotiation, organizational and logical thinking.
  • Strong attention to detail.
  • Proactive attitude and ability to work with minimal supervision.
  • Able to work with high pressure and tight deadlines.
  • At least 1 years of experience.

Job Source:

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.

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