Workforce Management Analyst

Concentrix; Kota Yogyakarta; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

Concentrix in Indonesia is seeking a Scheduling Analyst to act as a liaison between Centralized and Site WFM teams. You will prepare daily, weekly, and monthly MIS reports and create schedules using Erlang for multiple queues.

The role requires strong Excel and PowerPoint skills, the ability to work under pressure, and a willingness to work 24/7. Scheduling experience is preferred, with a focus on real-time efficiency and problem solving.

Qualifications

• Proficiency in MS Excel and PowerPoint.
• Willing to work 24x7.
• Scheduling skills preferred.
• Ability to handle pressure situations.
• Drive for self-learning and knowledge enhancement.

Responsibilities

• Liaise between Centralized and Site WFM teams.
• Prepare daily / weekly / monthly MIS reports & presentations.
• Create schedules using Erlang for multiple queues.
• Resolve escalated issues from site management.
• Analyze SLA deviations and develop action plans.
• Update daily exception requests and schedules.
• Cross-train with Scheduling Analyst.
• Attend centralized and/or site management meetings.
• Cater to real-time ad hoc requests as needed.
• Produce and analyze daily efficiency reports.

Skills

MS Excel

PowerPoint

Scheduling

Data analysis

Problem solving

Tools

Erlang

Job description

About the Company

Concentrix is a technology-enabled global business services company (Nasdaq-listed: CNXC) specializing in customer engagement and improving business performance for some of the world's best brands. Every day, from more than 70 countries and across six continents, our staff delivers next-generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design. Visit www.concentrix.com to learn more.

About the Role

RTA / RTFM

Responsibilities

• RTA will act as a liaison between the Centralized and Site WFM teams.


• Preparation of daily / Weekly / Monthly MIS reports & presentations/decks.


• Prepare schedules using Erlang for different queues across multiple locations.


• Resolve escalated issues and requests from site management.


• Root cause analysis of SLA deviations, action plan development, and resolution.


• Key daily exception requests and update schedules.


• Cross-train with Scheduling Analyst.


• Optimize breaks the day of or the day before the actual schedule.


• Schedule ad hoc intra-day training requests and update schedules.


• Produce and analyze daily efficiency reports (representative availability, access level, etc.).


• Attend centralized and/or site management meetings, as required.


• Cater to real-time ad hoc requests as and when required.

Qualifications/required Skills

• Good knowledge of MS Excel & PowerPoint.


• Proficiency with computers.


• Willing to work 24*7.


• Candidate with scheduling skills will be preferred.


• Ability to handle pressure situations.


• Drive for self-learning and knowledge enhancement.