WFM Real Time Analyst - Yogyakarta Site

TP; Daerah Istimewa Yogyakarta; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical thinking

Attention to detail

Data-driven decision making

Education

Bachelor's degree

Tools

Excel/Google Sheets

NICE IEX

Verint

Genesys Cloud

Job description

Location: Yogyakarta, Indonesia

Work Arrangement: On-site / Fully WFO

Work Schedule: Shift-based

Are you detail-oriented, analytical, and ready to make quick decisions in a fast-paced environment? We are looking for a proactive Real-Time Analyst (RTA) to join our team in Yogyakarta. As an RTA, you will play a key role in ensuring smooth daily contact center operations by monitoring real time performance, managing agent adherence, and identifying operational gaps before they impact service levels.

You will work closely with Operations, Workforce Management, and IT teams to keep performance on track, respond to unexpected changes in contact volume, and ensure that the right resources are available at the right time.If you enjoy working with data, solving problems on the go, and making a real impact on daily operations, this role could be the perfect fit for you!

Responsibilities

1. Real-Time Performance Monitoring

• Monitor live contact queues, incoming call/chat volumes, waiting times, abandonment rates, and Service Level (SL) performance.
• Identify performance gaps and potential risks that may affect operational targets.
• Provide timely updates and alerts to the Operations team when performance falls below target.

2. Agent Adherence & Productivity Monitoring

• Monitor agent login/logout times, schedule adherence, break times, auxiliary statuses, and after-contact work (ACW).
• Identify adherence issues and coordinate with Operations to ensure agents follow their assigned schedules.
• Track agent availability and productivity to maintain optimal staffing levels throughout the day.

3. Intraday Resource Management

• Monitor staffing levels against forecasted demand and identify real-time staffing shortages or surpluses.
• Recommend and coordinate agent reallocation across queues or lines of business based on operational priorities.
• Support adjustments to agent skill assignments and queue priorities in accordance with approved procedures.
• Coordinate with Operations to manage offline activities, breaks, and other schedule adjustments when needed.

4. Shrinkage & Staffing Tracking

• Track unplanned absences, late logins, sick leaves, and other offline activities.
• Maintain accurate records of actual staffing levels compared with planned headcount.
• Communicate staffing gaps and their potential impact on service performance to relevant stakeholders.

5. Incident & Outage Management

• Act as the initial point of coordination for operational disruptions affecting contact center performance.
• Escalate technical issues to the IT team and follow up on incident resolution.
• Communicate relevant updates to Operations and Workforce Management teams.
• Coordinate appropriate agent activities during system outages or unexpected operational downtime.

6. Reporting & Performance Analysis

• Prepare hourly, interval-based, and end-of-day performance reports.
• Analyze actual performance against forecast, staffing plans, and service-level targets.
• Use Excel or Google Sheets to maintain intraday trackers, calculate performance variances, and identify trends.
• Provide clear, actionable updates to support timely operational decisions.

Requirements

• Bachelor’s degree (S1) in any major.
• Previous experience in a Real-Time Analyst, Real-Time Monitoring, Workforce Management, or contact center operations role is preferred.
• Experience in the BPO or call center industry is a strong plus.
• Familiarity with real-time monitoring, agent adherence, queue management, and service-level performance is an advantage.
• Basic to intermediate proficiency in Microsoft Excel or Google Sheets, including formulas, data analysis, and reporting.
• Exposure to Workforce Management (WFM) or Automatic Call Distribution (ACD) platforms is an advantage, such as NICE IEX, Verint, Genesys Cloud, Avaya CMS, Cisco Finesse, or Amazon Connect.
• Strong analytical and problem-solving skills, with the ability to interpret data and identify operational issues.
• Excellent communication skills and the ability to deliver clear, timely updates to stakeholders.
• Able to work under pressure, manage multiple priorities, and make data-driven decisions in a fast-paced environment.
• Proactive, detail-oriented, adaptable, and comfortable working with real-time operational changes.
• Willing to work fully on-site (WFO) in Yogyakarta.
• Willing to work on a rotating or shift-based schedule.

Ready to Take the Next Step?

If you are passionate about data, operational excellence, and real-time problem-solving, we would love to hear from you!