Job Description – Workforce Planning

Shopee is one of the fastest growing online shopping platform which allows users to sell and buy products in South East Asia. It was first launched in 2015 and currently operating in Singapore, Malaysia, Thailand, Taiwan, Indonesia, Vietnam and Philippines. In Malaysia, Shopee became the 3rd most visited e-commerce portal in Q4 2017, replacing Lelong and overtook Lazada to rank as the best app on both Google Play and iOS App stores.

Workforce Planning Analyst will be part of Customer Service Shopee Malaysia which handle inquiries from both sellers and buyers via inbound calls, emails, live chat and social media. The role reports directly to Head of Customer Service, Malaysia and stationed in Midvalley, Petaling Jaya.



  • To forecast volume for all contact channels
  • To analyze trends for all key metrics and build it in the capacity planning with recommendations for hiring
  • To prepare interval level forecast and requirement for daily resources planning
  • To administrate WFM tool
  • To perform real time monitoring and mitigation action plans. Work closely with management to execute it
  • To perform post day/weekly/month analysis and make recommendations for improvement
  • To create and develop useful reports
  • To maintain, update and publish daily/weekly/monthly WFM-related reports, and other reports as requested
  • Take on ad-hoc projects/assignments



  • Min. 1yrs of experience as workforce planning/real time monitoring analyst or equivalent experience
  • Advanced skill in MS Excel and MS Access
  • Experience in industry standard WFM tool is an advantage
  • Strong communication skills across diverse and complex environment
  • Strong logical thinking and problem solving skill
  • Driven and motivated
  • Being able to work independently
  • Ability to work under stress
  • Demonstrate teamwork all the time

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