WFM Scheduler – On-site Yogyakarta

TP; Kota Yogyakarta; On-site; IDR 150,000,000 - 210,000,000; Full time

Job summary

TP is seeking a WFM Scheduler in Yogyakarta to create, optimize, and publish weekly and bi-weekly agent schedules based on forecasted workloads and staffing requirements. You will monitor coverage, analyze forecasted volumes, AHT, and service levels to support effective scheduling and workforce planning.

The role is fully on-site (WFO) in Yogyakarta and requires strong analytical, numerical, and communication skills, plus the ability to collaborate with Operations, Talent Acquisition, and

Qualifications

• Bachelor’s degree (S1) in any major.
• Experience in workforce management or scheduling preferred.
• Experience in the BPO or call center industry is a plus.
• Strong analytical, numerical, and problem-solving skills.
• Detail-oriented, organized, and deadline-driven.
• Good communication and coordination skills.
• Willing to work fully on-site (WFO) in Yogyakarta.
• Willing to work on a shift-based schedule.

Responsibilities

• Create, optimize, and publish weekly and bi-weekly agent schedules based on forecasted workloads and staffing requirements.
• Monitor staffing needs and ensure sufficient agent coverage during peak and off-peak hours.
• Analyze forecasted contact volumes, average handling time (AHT), and service-level targets to support effective scheduling.
• Manage agent shifts, breaks, leave requests, shift swaps, and other schedule adjustments.
• Coordinate with Operations, Talent Acquisition, and Training teams to align staffing plans with hiring and training schedules.
• Monitor schedule efficiency and identify opportunities to improve workforce utilization.
• Prepare workforce reports and provide insights on staffing gaps, schedule performance, and operational requirements.
• Ensure schedules comply with company policies, client requirements, labor regulations, and operational guidelines.

Skills

Analytical skills

Attention to detail

Communication

Team collaboration

Independent worker

Education

Bachelor’s degree

Tools

NICE WFM (IEX)

Excel / Google Sheets

Job description

TP is seeking a WFM Scheduler in Yogyakarta to create, optimize, and publish weekly and bi-weekly agent schedules based on forecasted workloads and staffing requirements. You will monitor coverage, analyze forecasted volumes, AHT, and service levels to support effective scheduling and workforce planning.

The role is fully on-site (WFO) in Yogyakarta and requires strong analytical, numerical, and communication skills, plus the ability to collaborate with Operations, Talent Acquisition, and