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FBS CS Data Analyst - BI, Scommerce

atShopee (Thailand) Co., Ltd.
  • 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.
  • Thai nationality.
  • Bachelor's Degree in any related field.
  • At least 1-3 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.
Skills required
  • Data Analysis
Experience required
  • 1 years
Career level
  • Middle Level
Skills optional
  • SQL
  • Tableau
  • Power BI
Salary
  • Negotiable
Job function
  • Analyst
  • Customer Service
Job type
  • Full-time

Company overview

Size:2000-5000 employees
Industry:Information Technology
Location:Bangkok
Website:careers.shopee.co.th
Founded in:2015
Ranking:4.5/5

Shopee delivers straightforward, secure and convenient online shopping through a mobile-focused marketplace enabling users to browse, purchase and sell products anytime and anywhere. The platform targets Southeast Asian markets, merging consumer-driven marketplace simplicity with ...

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Why join us:

Shopee is rapidly online shopping tech company in Thailand and other South East Asian markets. We do innovate on many fronts in online shopping, providing an unique opportunity to learn about ecommerce technologies and trends. We have a multinational and dynamic workplace with gr ...

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Benefits

  • Professional development
  • Dental Insurance
  • Five-day work week
  • Flexible working hours
  • Life Insurance
  • Health Insurance
  • Maternity leave
  • Social Security
  • Performance bonus
  • Provident fund
  • Learning & Development Opportunities

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