WFM Scheduler — On-Site, Yogyakarta, Shift-Based

TP Systems; Indonesia; Presencial; IDR 60.000.000 - 100.000.000; Jornada completa

Descripción de la vacante

TP Systems is hiring a WFM Scheduler to create and optimize weekly and Bi-weekly agent schedules based on forecasted workloads. You will monitor staffing needs and ensure coverage during peak hours, while analyzing volumes, AHT, and service levels to support scheduling decisions.

In this on-site role in Yogyakarta, you will collaborate with Operations, Talent Acquisition, and Training to align staffing plans with hiring and training schedules.

Formación

• Bachelor's degree in any field is required.
• Experience in workforce management, scheduling, capacity planning, or contact center operations is preferred.
• Experience in the BPO or call center industry is a plus.
• Strong analytical, numerical, and problem-solving skills.

Responsabilidades

• 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, AHT, and service-level targets to support scheduling decisions.
• Manage agent shifts, breaks, leave requests, shift swaps, and other schedule adjustments.
• Coordinate with Operations, Talent Acquisition, and Training to align staffing plans with hiring and training schedules.
• Monitor schedule efficiency and identify opportunities to improve utilization.
• Prepare workforce reports and provide insights on staffing gaps and schedule performance.
• Ensure schedules comply with policies, client requirements, labor regulations, and guidelines.

Conocimientos

Excel / Sheets

Forecasting

Data analysis

Shift-based scheduling

Educación

Bachelor's degree (S1)

Herramientas

NICE WFM (IEX)

Descripción del empleo

TP Systems is hiring a WFM Scheduler to create and optimize weekly and Bi-weekly agent schedules based on forecasted workloads. You will monitor staffing needs and ensure coverage during peak hours, while analyzing volumes, AHT, and service levels to support scheduling decisions.

In this on-site role in Yogyakarta, you will collaborate with Operations, Talent Acquisition, and Training to align staffing plans with hiring and training schedules.