About the role
Monee is a leading digital payments and financial services provider in Southeast Asia. Monee's offerings include mobile wallet services, payment processing, credit offerings , and related digital financial services and products.
Monee Credit is the financing arm within Monee providing consumers, entrepreneurs, and businesses with more flexibility and freedom to achieve their aspirations. Our products aim to help underbanked or New-to-Credit users get easy access to funds to make more purchases on the Shopee platform
- SPayLater is our consumer financing solution that aims to help our users gain financial freedom with fewer limitations – all through a seamless digital experience. SPayLater offers Shopee users the freedom to buy immediately, but with the choice of paying for their purchases later.
- SLoan for Sellers is the Seller/SME Loans product that will allow sellers to take out loans to finance their Shopee business operations.
- SLoans is the Consumer Cash Loans product that will allow users to take out cash loans
Job Description:
- Develop future staffing forecasts based on historical data, current business trends, and company growth projections.
- Provide strategic recommendations or capacity plans to optimize productivity while balancing costs and customer wait times.
- Coordinate the 24/7 scheduling matrix to guarantee seamless agent coverage across all shifts and chat queues.
- Prepare and present high-level WFM performance reports and operational metrics to senior leadership.
- Identify operational trends, risks, and opportunities through deep-dive data analysis.
- Translate complex data points into actionable insights to continuously improve team performance.
- Manage and upskill the team to handle daily chat spikes and keep our response times on track.
Requirements:
- Bachelor's Degree / 4-Year Course Graduate
- At least 5 years experience in Workforce Management, specifically within a digital-first support environment
- Advanced Excel and data analytics skills.
- Strong knowledge of forecasting, scheduling, capacity planning, and real-time management.
- Ready to guide team member/s from day one and scale the function as the company grows
- Willing to work in BGC, and available for weekend shifts
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