Workforce Management Executive

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

About the Team:

The Workforce Management Executive is a critical role responsible for ensuring optimal labor availability and performance across the entire warehouse network, specifically managing relationships and metrics for external manpower agencies. This role drives efficiency and cost-effectiveness by proactively monitoring agency performance, ensuring agreed-upon standards are met, and strategically re-allocating labor resources to maintain target fill rates.

Job Description:

1. Manpower Agency Performance Management

2. Monitor and Evaluate: Continuously monitor the performance of existing manpower agencies against pre-defined, measurable metrics (e.g., fill rate, quality of hire, time-to-fill, attrition rate, compliance).

3. Reporting: Generate regular performance reports and scorecards for all agencies, highlighting achievements, trends, and areas of concern.
4. Corrective Action: Implement formal corrective action plans and performance improvement initiatives for under-performing agencies. Escalate issues and recommend termination of contracts for agencies failing to meet critical, sustained standards.

5. Relationship Management: Act as the primary point of contact for external manpower agencies, conducting regular performance review meetings to ensure alignment and address operational challenges.

6. Labor Planning and Fill Rate Optimization

7. Fill Rate Oversight: Monitor fill rates across the warehouse network in real-time or near-real-time to identify immediate and emerging staffing gaps or surpluses.

8. Labor Allocation: Strategically analyze staffing needs and proactively re-allocate manpower (contract and/or internal float pool) between different warehouse locations as required to meet fluctuating demand and maintain operational service levels.
9. Collaboration: Work closely and collaboratively with relevant warehouse leads (e.g., Warehouse Managers, Site Supervisors) to understand local operational needs, communicate staffing plans, and coordinate the swift deployment and onboarding of re-allocated or new personnel.

10. Forecasting: Assist in short-term labor demand forecasting based on operational data (e.g., volume projections, planned promotions, seasonal peaks) to inform agency requirements.

11. Compliance and Process Improvement

12. Compliance: Ensure all manpower agency operations and personnel adhere to company policies, safety regulations, and all relevant labor laws.

13. Process Optimization: Identify and recommend improvements to the end-to-end workforce management and agency engagement process to enhance efficiency, quality, and cost control.

Requirements:

• 1–5 years of experience in Workforce Management, Operations Management, or Labor Planning, preferably within a large warehouse or logistics network.
• Analytical Skills: Exceptional data analysis skills with proven ability to interpret performance metrics (KPIs) and make data-driven decisions on labor allocation and vendor performance.
• WFM Software Proficiency: Proficiency in Workforce Management (WFM) software/systems and advanced skills in MS Excel for reporting and analysis.
• Communication: Strong interpersonal and communication skills to effectively manage external vendor relationships and influence internal stakeholders (Warehouse Leads, Senior Management).
• Proficient in verbal and written English communication, with the ability to document layout plans and collaborate with international teams if needed.​