Real-Time WFM Analyst – On-Site (Yogyakarta)

TP; Daerah Istimewa Yogyakarta; In loco; IDR 60.000.000 - 90.000.000; Tempo pieno

Descrizione del lavoro

TP in Yogyakarta is seeking a Real-Time Analyst to monitor live contact center performance and drive intraday decisions. You will track queues, adherence, and SL targets, while coordinating with Operations, WFM, and IT to maintain service levels in a fast-paced environment.

The role requires a Bachelor’s degree and experience in real-time monitoring or contact center operations, with a strong emphasis on data analysis using Excel/Sheets. This is an on-site, shift-based position in Yogyakarta.

Competenze

• Bachelor’s degree (S1) in any major.
• Experience in Real-Time Analyst, Real-Time Monitoring, Workforce Management or contact center operations preferred.
• Experience in BPO or call center industry is a strong plus.
• Familiarity with real-time monitoring, queue management, and service-level performance is advantageous.
• Proficiency in Excel or Google Sheets for data analysis and reporting.
• Exposure to WFM/ACD platforms such as NICE IEX, Verint, Genesys Cloud, Avaya CMS, Cisco Finesse, or Amazon Connect.

Mansioni

• Real-time performance monitoring of queues, volumes, waiting times, abandon rates, and SL performance.
• Monitor agent adherence, login/logout, schedule adherence, breaks, and ACW.
• Intraday resource management: staffing against forecast, agent reallocation, and queue priorities.
• Track shrinkage: unplanned absences, late logins, sick leaves, and offline activity.
• Incident and outage management: coordinate with IT, escalate issues, and communicate updates.
• Prepare hourly and end-of-day performance reports and analyze variances.

Conoscenze

Analytical thinking

Attention to detail

Data-driven decision making

Formazione

Bachelor's degree

Strumenti

Excel/Google Sheets

NICE IEX

Verint

Genesys Cloud

Descrizione del lavoro

TP in Yogyakarta is seeking a Real-Time Analyst to monitor live contact center performance and drive intraday decisions. You will track queues, adherence, and SL targets, while coordinating with Operations, WFM, and IT to maintain service levels in a fast-paced environment.

The role requires a Bachelor’s degree and experience in real-time monitoring or contact center operations, with a strong emphasis on data analysis using Excel/Sheets. This is an on-site, shift-based position in Yogyakarta.