Service Excellence and Workforce Management

Astro Technologies Indonesia; Pluit; Hybrid; IDR 133,920,000 - 245,520,000; Full time

Job summary

ASTRO adalah perusahaan cepat di Indonesia yang menyediakan layanan E-commerce, mengelola pesanan dengan efisiensi tinggi. Peran ini berfokus pada pengendalian operasional pusat kontak, memantau volume dan waktu tunggu secara real-time, serta mengarahkan pergeseran agen untuk menghindari backlogs.

Anda akan merancang perkiraan dalam jangka pendek hingga bulanan menggunakan model yang relevan, memantau kinerja adhedance, dan mengoptimalkan roster mingguan sambil mematuhi regulasi serta SLA

Qualifications

• Gelar sarjana di bidang terkait.
• Pengalaman 2–3 tahun di workforce management, forecasting, atau scheduling pada contact center volume tinggi.
• Penguasaan Excel/Google Sheets (nested formulas, pivot tables, macros) dan alat WFM; pengetahuan SQL dasar dianggap plus.
• Kemampuan analitis kuat, kemampuan memprediksi kinerja, dan pemecahan masalah operasional secara real-time.
• Pemahaman mendalam tentang metrik contact center (SLA, AHT, Shrinkage, Occupancy).

Responsibilities

• Rencana kapasitas & peramalan: buat perkiraan volume intra-hari, harian, bulanan dengan model Erlang-C.
• Manajemen antrean intraday: pantau metrik antrean real-time dan sesuaikan routing agen saat lonjakan.
• Pelacakan kinerja & kepatuhan: pantau RTA, shrinkage, Occupancy, AHT, AUX time untuk hasil operasional.
• Optimasi roster: desain jadwal berpola mingguan, istirahat, cuti dengan kepatuhan regulasi.

Skills

Analytical thinking

Forecasting

Real-time problem solving

Communication

Education

Bachelor’s degree in Industrial Engineering / Applied Mathematics / Statistics / Operations Research

Tools

Tymeshift

Genesys

Verint

Injixo

SQL dasar

Job description

DESKRIPSI PEKERJAAN

About The Role

This role will act as the operational control tower. Continuously monitor real-time contact volumes and wait times across all channels. Dynamically advise Team Leaders to reallocate agents from low-volume to high-volume channels to prevent backlogs and ensure strict handling time.

As our Astronaut, your missions are:

• Capacity Planning & Forecasting: Build intra-day, daily, and monthly volume forecasts using Erlang-C models, accounting for local seasonal peaks
• Intraday Queue Management: Continuously monitor real-time queue metrics across multi-channel environments and adjust agent routing dynamically during unexpected traffic spikes
• Performance & Adherence Tracking: Track Real-Time Adherence (RTA), shrinkage (planned vs. unplanned), Occupancy, Average Handling Time (AHT), and Auxiliary (AUX) time to maximize operational productivity.
• Roster Optimization: Design weekly shift schedules, break timings, and time-off allocations while ensuring compliance regulations.

KUALIFIKASI MINIMUM

In order to launch the missions successfully, you need to have:

• Educational Background: Bachelor's degree in Industrial Engineering, Applied Mathematics, Statistics, or Operations Research.
• Work Experience: 2 - 3 years in workforce management, forecasting, or scheduling within high-volume digital contact centers
• Technical Proficiency: Mastery of Excel/Google Sheets (nested formulas, pivot tables, macros) and WFM tools (e.g., Tymeshift, Genesys, Verint, Injixo); basic SQL knowledge is a plus.
• Analytical Skills: Strong numerical agility, statistical forecasting capability, and real-time operational problem-solving under pressure.
• Domain & Operational Knowledge: Deep understanding of contact center metrics (SLA, AHT, Shrinkage, Occupancy).

RINGKASAN PERKERJAAN

• *SPESIALISASI**: Administration and Coordination
• *PENDIDIKAN MINIMAL**: S1 (Sarjana)
• *SISTEM KERJA**: Hibrid
• *TIPE PEKERJAAN**: Full time
• *LOKASI**: West Jakarta, DKI Jakarta, Indonesia
• *INDUSTRI**: E-Commerce
• *SITUS PERUSAHAAN**: http://www.astronauts.id

TENTANG PERUSAHAAN

ASTRO is Indonesia's quick commerce company that delivers groceries and essentials to your door within minutes. Founded in 2021 by a group of seasoned e-commerce executives and backed by both trusted International and local investors, it is our mission to make people's lives simpler and easier by saving them time, energy, and money.
Just like real Astronauts that take off into outer space, Astro embodies the values of being fast, bold, adventurous, and technologically advanced.
Interested in working for a company that pushes the boundaries and strives to be the best? Join us now to be a part of this ground-breaking mission!