Responsibilities
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators.
We are looking for a highly motivated Workforce Management (WFM) Analyst to join our team and help optimize resource planning, forecasting, and real-time operations management across our global sites. This role offers an exciting opportunity to gain hands-on experience in capacity planning, data analysis, and strategic workforce optimization while working in a fast-paced e-commerce environment.
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Responsibilities
- Work with global teams to plan and execute workforce strategies for customer support operations.
- Analyze business trends to forecast staffing needs, optimize scheduling, and improve service levels.
- Collaborate with stakeholders (e.g., operations, product, and data teams) to ensure smooth workforce planning.
- Monitor and adjust schedules in real-time to maintain operational efficiency.
- Leverage data and technology to enhance workforce management processes and decision-making.
- Support system and tool improvements to streamline forecasting, scheduling, and reporting.
Qualifications
Minimum Qualifications:
- Extensive experience in workforce management or capacity planning in a multi-channel & multi-sites, including volume & headcount forecasting, shift plans scheduling, performance monitoring and processes/system optimizing and etc.
- Proficient skills in Excel and data analysis, familiar with formulas and Pivot Tables.
- Great communication skills, information analysis & capability to interpret data (able to succinctly present detailed technical analysis, assumptions, and recommendations).
- Excellent problem-solving, task prioritization, follow-up, and quick learning skills. Able to work in a fast-paced, high-pressure environment with dedication, passion and motivation.
- Bachelor's Degree or equivalent education/experience.
Preferred Qualifications:
- Experience in eCommerce or marketplace platforms.
- Experience utilizing SQL, HQL and WFM systems.
- Expertise in project/program management and coordination.
- Experience in performing WFM task manually in excel or any manual tracking tools with all calculation logic.