Workforce Planning Specialist - Real Time (RTO)

Job post summary
Location Asia
Team Business Operations

About the role

There are quite a few things that go into making our entire Support team a well oiled machine. Workforce Planning is one area that plays a significant part in the overall success of Support. Due to the continued evolution of Workforce Planning, we are looking to grow our team, and hire a Workforce Planning Specialist - Real Time.

Reporting to the Workforce Planning Team Lead, you will be responsible for intra-day queue balancing and management, tactical planning, schedule adjustments (post-optimization) and trend analysis to help the Support team achieve success on a daily and interval basis. This role is ideal for you if you like working with and analyzing data, identifying opportunities to optimize and gain efficiencies and solving complex problems. You’ll need to be highly aligned with key stakeholders at various levels so your communication and relationship building skills should be strong.



  • Identify, assess and proactively analyze trends and variances in volume to understand and plan for potential over/under staffing conditions

  • Liaise with Leads and Advisors in real time to balance our queues for optimal channel coverage and to reduce queue pressure

  • Consider the impact to, and experience of Advisors in all decisions and make best efforts to protect non-channel activities such as coaching, training, personal development, etc.

  • Develop and manage optimal daily plans based on knowledge of the business, performance analytics and current environment

  • Become proficient using our real time and Support related tools including but not limited to Teleopti, Athena, Datadog, Sheets

  • Understand differences in what we forecast vs what actually happens

  • Provide trend analysis and feedback to the Workforce Planning Forecasting and Scheduling teams

  • Triage and action incoming requests via our Workforce Planning email queue

  • Track team productivity and adherence and how that relates to our answer/abandons rates

  • Assist with daily, weekly, monthly and ad-hoc reporting for the leadership team and key stakeholders


  • A general understanding of Workforce Planning and more specifically real time optimization

  • Experience analyzing, interpreting and summarizing complex data as it relates to Support technologies and processes

  • Strength in accuracy and attention to detail in a high output and fast paced environment

  • Highly developed analytical and problem solving skills – demonstrating thought leadership

  • Extreme effectiveness in being a supportive part of a team - everything we do is highly collaborative

  • Ability to work under pressure; able to manage multiple tasks and changing demands

  • Excellent communication skills (verbal and written)

  • Comfortable working independently, but aware of when you should seek input

We are constantly evaluating our daily operations, particularly when it comes to how making adjustments in real time affects our answer rates, our operations and our colleagues. Tell us what you know about the function of real time management and how you think we can best leverage the fundamental practices in our Support organisation. We look forward to receiving your application.

This posting will close on Friday, April 16th, 2021. 

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.