WFM Scheduler: Data-Driven Staffing on-site in Yogyakarta

TP; Daerah Istimewa Yogyakarta; On-site; IDR 89,280,000 - 156,240,000; Full time

Job summary

TP in Yogyakarta, Indonesia, is seeking a WFM Scheduler to create and optimize weekly and bi-weekly schedules based on forecasted workloads. You will monitor staffing needs and collaborate with Operations and Training to align staffing with business demands.

The role requires a Bachelor’s degree and experience in workforce management or call center operations. You will work fully on-site with a shift-based schedule and strong analytical skills.

Qualifications

• Bachelor’s degree required in any major.
• Experience in workforce management, scheduling, capacity planning, or contact center operations preferred.
• Experience in BPO or call center is a plus.
• Strong analytical, numerical, and problem-solving skills.
• Detail-oriented, organized, and deadline-driven.
• Good communication and coordination abilities.
• Ability to work independently and cross-functionally.
• WFO in Yogyakarta is required.
• Shift-based schedule availability.

Responsibilities

• Create, optimize, and publish weekly and bi-weekly agent schedules based on forecasts.
• Monitor staffing needs and ensure coverage during peak and off-peak hours.
• Analyze forecasted volumes, AHT, and service levels to support scheduling.
• Manage shifts, breaks, leave requests, and swaps.
• Coordinate with Operations, Talent Acquisition, and Training to align staffing plans.
• Monitor schedule efficiency and identify utilization improvements.
• Prepare workforce reports and provide insights on gaps and requirements.
• Ensure compliance with policies, client requirements, labor regulations, and guidelines.

Skills

Excel/Sheets

Forecasting

Capacity planning

Service level

Analytical skills

Attention to detail

Education

Bachelor’s degree (S1) in any major

Tools

NICE WFM (IEX)

Job description

TP in Yogyakarta, Indonesia, is seeking a WFM Scheduler to create and optimize weekly and bi-weekly schedules based on forecasted workloads. You will monitor staffing needs and collaborate with Operations and Training to align staffing with business demands.

The role requires a Bachelor’s degree and experience in workforce management or call center operations. You will work fully on-site with a shift-based schedule and strong analytical skills.