Service Excellence (WFM) Associate

HiLoker; Jakarta Barat; Hybrid; IDR 170,000,000 - 260,000,000; Full time

Job summary

ASTRO membutuhkan profesional operasional untuk menjadi

Qualifications

• Gelar S1 di bidang terkait seperti Industrial Engineering / Applied Mathematics / Statistics / Operations Research.
• Pengalaman 2–3 tahun di workforce management, forecasting, atau scheduling di pusat kontak dengan volume tinggi.
• Menguasai Excel/Google Sheets (nested formulas, pivot tables, macros) dan alat WFM seperti Tymeshift, Genesys, Verint, Injixo; SQL dasar nilai tambah.
• Kemampuan analitis yang kuat, proyeksi peramalan numerik, serta pemecahan masalah operasional secara real-time.
• Pengetahuan mendalam mengenai SLA, AHT, shrinkage, occupancy.

Responsibilities

• Rencana kapasitas & peramalan intrahari, harian, bulanan dengan model Erlang-C.
• Manajemen antrian real-time untuk multi-channel, sesuaikan routing agen saat lonjakan trafik.
• Pantau kinerja Real-Time Adherence, shrinkage, occupancy, AHT, AUX untuk produktivitas.
• Rostering: desain jadwal mingguan, istirahat, cuti sambil patuh regulasi.

Education

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

2-3 years experience in workforce management / forecasting / scheduling

Tools

Excel/Google Sheets

Pivot tables

Macros

Tymeshift

Genesys

Verint

Injixo

SQL basics

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?