Real-Time WFM & Incident Response Analyst

TP; Kota Yogyakarta; On-site; IDR 45,000,000 - 65,000,000; Full time

Job summary

TP is seeking an operations professional to monitor intraday queues across live channels, adjusting resources in real time and tracking headcount versus plan. You will respond to outages, coordinate with IT and operations, and produce interval-level performance summaries.

Strong WFM knowledge and rapid decision-making are required to succeed. Ideal candidates have hands-on experience with major WFM systems and live monitoring tools, plus expertise in Excel/Sheets for variance analysis and

Qualifications

• Hands-on experience with real-time tracking modules of major WFM systems.
• Ability to watch agent states and queue depth using live monitoring tools.
• Strong Excel/Sheets skills for run-rate and variance calculations.

Responsibilities

• Intraday monitoring of live call, chat, or ticket arrivals across lines of business.
• Identify patterns, abandon rates, and service levels to keep SLA.
• Coordinate shrinkage tracking and headcount vs plan against intraday spikes.

Skills

WFM Platform Exposure

Intermediate Excel/Sheets

High-Pressure Communication

Rapid Decision Making

Tools

NICE IEX

Aspect

Verint

Genesys Cloud

Avaya CMS

Cisco Finesse

Amazon Connect

Job description

TP is seeking an operations professional to monitor intraday queues across live channels, adjusting resources in real time and tracking headcount versus plan. You will respond to outages, coordinate with IT and operations, and produce interval-level performance summaries.

Strong WFM knowledge and rapid decision-making are required to succeed. Ideal candidates have hands-on experience with major WFM systems and live monitoring tools, plus expertise in Excel/Sheets for variance analysis and