Life at Grab
At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.
Get to know the Team
From detangling complicated use cases to delighting our customers, the Grab Support (GS) team provides customer support and solutions to in-country business units for various verticals. We aim to out-serve our users and turn their not-so-good experience into a memorable and delightful one
Get to know the Role
Analyses contact centre trends, including call volumes and call patterns, to forecast workload needed to support various channels
Ensures service level targets are met through accurate forecasting in support of various business areas
Provides data and additional information to be used for capacity planning
Delivers results of analysis and recommendations to Operations and Management Team as needed
The Day-to-Day Activities
Creates long term and short-term forecasts
Applies intermediate knowledge of forecasting methodologies and tools
Works closely with POPs, Operations Manager and teams to understand headcount levels helps to develop a hiring plan and maintain staff plans
Utilizes data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highlight complex member contact areas and/or back-office functions
Analyses actual results against plan and forecast and recommends interventions where appropriate.
Gathers information, business intelligence, analyses data trends, identify root cause(s) and provides information to team members and department leaderships
Effectively partners with appropriate business areas to integrate member channels into the overall forecast
Make presentations to various levels of management when requires
Works under limited supervisions, using established procedures
May instruct, guide, and oversee work of lower-level professionals when needed
Able to work cross-functionally to deliver key OKR
Monitor and analyses key performance indicators and trends to reforecasts, reschedule and adjust staffing levels
The Must-Haves
At least 5 years of experience in workforce management with a recent focus on forecasting for complex and dynamic programs in an inhouse or BPO company
High level of flexibility in working in a high-pressure working environment
Advanced knowledge of analytical tools such as Tableau, PowerBI, Advanced Excel (VBA), and SQL querying on AWS/Azure data platform. Preferred knowledge of data programming (Python, R)
Flair for numbers, strong analytical skills and structured process thinking, attentive to detail
Visual person - Ability to use data visualization to summarize meaningful insights
Excellent written and verbal English communication skills, able to work with various levels in the organization
Have a good understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels
Fast on the feet - Demonstrated ability to problem solve in unfamiliar territory
Commando - Able to work fast in small teams but with broad organizational reach
Strong interpersonal skills and ability to influence across several organization levels and several cultures
Structured head - Demonstrated understanding of business processes
Bachelor degree with a solid academic track record
Experience in engaging across Asian markets and cultures
Experience on Workforce Management
Our Commitment
We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.
About Grab
Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries.
Join us today to drive Southeast Asia forward, together.
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