Sr. Specialist (CS Planning)
Core
Lead Customer Service Operations Planning in Taiwan by analyzing operational data, managing workforce planning, and driving process improvements to support scalable 24/7 operations.
Role type
Senior Customer Service Operations Planning Specialist
Builds
Operational dashboards, workforce schedules, demand forecasts, and automated reporting systems
Domain
E-commerce / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Workforce planning, forecasting, data analysis, process improvement, operational reporting, cross-functional collaboration
Preferred skills
BI tools (Tableau, Power BI, Looker Studio), Workforce Management systems (Zendesk WFM), capacity planning
Responsibilities
Develop and maintain dashboards to track key operational metrics; Support workforce planning and scheduling for 24/7 operations; Analyze historical data to forecast customer service demand; Identify opportunities to streamline workflows and automate tasks; Collaborate with Operations, HR, and stakeholders to align planning with business objectives
Seniority
Senior, hands-on IC
