Senior CS Workforce Planning Analyst - Operations, Shopee

Responsibilities

(30%) BAU - Forecast Model Maintenance & Performance Monitoring

• Develop, maintain, and continuously improve headcount and cost forecasting models for CS/RR.
• Monitor daily/weekly/monthly performance signals (volume trends, productivity, contact rate, reopen, SLA, backlog aging…) to detect new trends and operational issues early.
• Adjust forecast assumptions proactively based on: business initiatives & seasonality, ops changes / policy updates, unexpected demand spikes and risk events
• Track forecast accuracy and budget adherence, provide early warning alerts and mitigation plans.

(70%) Improvement

• HC Cost Optimization & Strategy Building

• Lead deep-dive analysis and simulations to drive headcount cost optimization, focusing on: rate card optimization / commercial modeling, workforce strategy (WFM design, shrinkage, capacity buffers, staffing mix), operational efficiency improvement (process streamlining, task elimination, automation opportunities)

• Work closely with CS/RR leaders to translate business strategy into resource plans and cost implications.

• Provide structured recommendations backed by data and identify opportunities to improve cost efficiency.

• Other tasks assigned. (If any)

Requirements

• Proven experience in roles involving financial modeling, workforce planning, or related analytical functions.
• Exceptional problem-solving, data analysis, and logical thinking abilities, coupled with strong verbal and written communication skills.
• Mastery of Excel and proficiency in PowerPoint are essential.
• A proactive "can-do" attitude, ability to excel under pressure, a strong aptitude for learning, excellent interpersonal skills, independent thinking, and flexibility regarding work location