Workforce Coordinator

Concentrix; Daerah Istimewa Yogyakarta; On-site; IDR 8.000.000 - 12.000.000; Full time

Job summary

A leading outsourcing company in Daerah Istimewa Yogyakarta is looking for a Workforce Coordinator (Supervisor WFM) to oversee workforce management operations, including scheduling, planning, and reporting. The ideal candidate will have strong Excel skills, excellent communication abilities, and at least one year of experience in the BPO sector, managing a team. Responsibilities include creating schedules, managing performance metrics, and performing detailed financial evaluations. This is an excellent opportunity to contribute to operational improvements in a dynamic environment.

Qualifications

• Graduate qualification required.
• 1+ years of experience in BPO, managing a team of at least 10.
• High attention to detail and accuracy.

Responsibilities

• Manage WFM Personnel, Planning & Scheduling.
• Prepare and publish WBRs, MBRs, QBRs.
• Conduct trend and impact analysis on WFM metrics.

Skills

Excel proficiency

Effective communication skills

Problem-solving

Erlang-based scheduling expertise

Manpower Planning knowledge

Power-BI knowledge

Attention to detail

WFM software experience

Decision-making in ambiguous situations

B2 Level English proficiency

Education

Graduate

Tools

Avaya

CRM

Sales-Force

Job description

Woorkforce Coordinator (Supervisor WFM)

Educational Qualification – Graduate

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Reporting. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision‑making regarding revenue roadmap, focus on critical metrics, and efficiency improvements for accounts/organizations.

Key responsibilities

• Managing WFM Personnel
• Planning & Scheduling
• Manpower Planning, Scheduling, Transitioning new logos
• Preparing and publishing WBRs, MBRs, QBRs
• Preparing PPTs and presentations
• Running scenarios and simulations basis requirement
• Data reporting to other departments like Finance, IT Operations etc.
• Recognize and recommend operational and support improvements for the enterprise
• Creating Schedules and lead the weekly scheduling performance review and provide recommendations
• Administration of communication to and from Operations and other support departments.
• Collect, analyze and report historical center performance statistics.
• Understanding of Workload and HC calculations
• Perform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets
• Provide end‑to‑end analysis of financial assessment on weekly basis rolling up to the month
• Create accruals for revenues that may have been possibly earned but are not yet recorded in the account
• Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis
• Perform impact analysis of various operational metrics performances to understand the gap between actual/planned revenues at different stages of revenue life cycle
• Calculate the positive and negative impact of compensated and non‑compensated performance metrics on overall revenue
• Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making
• Data collection from various data sources to be utilized in performing all key responsibilities and ad‑hoc requests from the business

Desired Skills

• Should be excellent in Excel and MIS / Should be decent in Excel for other roles
• Effective communication and interpersonal skills
• Excellent problem‑solving and management skills
• Expertise in Erlang‑based scheduling
• Expertise in Manpower Planning, Revenue calculations, Gross margins, etc.
• Knowledge of Power‑BI and should be able to create dashboards
• High level of accuracy and attention to detail.
• Extensive experience with WFM software will be preferred. Knowledge of Tools like Avaya, CRM, Sales‑Force, and Cand MS.
• Ability to make decisions in time‑sensitive ambiguous situations.
• Good Communication Skill B2 English (both speaking & writing)
• Willing to be placed in the Yogyakarta Site.
• 1 Years of experience from BPO Industry & have handled a team of minimum 10 RTAs/RTFMs.
• Sound Knowledge of WFM KPI like Scheduling / Planning / Billing