Intraday Real-Time Operations Analyst

TP; Daerah Istimewa Yogyakarta; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

TP is seeking a Workforce Management Analyst to monitor intraday queues, real-time adherence, and intraday resource shifts across multiple channels. You will track live volume, adjust staffing, and report on performance against forecasts.

Responsibilities include shrinkage tracking, incident coordination during outages, and delivering hourly to end-of-day flash reports using WFM tools like NICE IEX, Verint, or Genesys Cloud. 1-3 years in related fields preferred.

Qualifications

• Hands-on experience with real-time tracking modules in major WFM systems.
• Proficient in Excel (or Sheets) for intraday trackers and variance analysis.
• Able to make fast, data-backed decisions under pressure.

Responsibilities

• Intraday Queue Monitoring: Constantly track live call, chat, or ticket arrival patterns, abandon rates, and service levels across all lines of business (LOBs).
• Real-Time Adherence Management: Monitor agent states using WFM software to keep schedules aligned.
• Tactical Resource Shifting: Dynamically pivot resources and move cross-trained teams based on live volume spikes.
• Shrinkage Tracking: Track same-day sick leaves, late logins, and offline activities to keep headcount accuracy.
• Incident & Outage Coordination: Act as first responder during outages, raise urgent IT tickets, and coordinate agent redirection until systems recover.
• Flash Reporting: Issue hourly or end-of-day performance summaries highlighting variance against forecasts.

Skills

WFM platform exposure

Excel/Sheets

High-pressure communication

Rapid decision making

Experience 1-3 years in related fields

Tools

NICE IEX

Aspect

Verint

Genesys Cloud

Job description

TP is seeking a Workforce Management Analyst to monitor intraday queues, real-time adherence, and intraday resource shifts across multiple channels. You will track live volume, adjust staffing, and report on performance against forecasts.

Responsibilities include shrinkage tracking, incident coordination during outages, and delivering hourly to end-of-day flash reports using WFM tools like NICE IEX, Verint, or Genesys Cloud. 1-3 years in related fields preferred.