Workforce Management Specialist

TP; Surakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A contact center company in Surakarta is looking for a WFM professional to ensure optimal staffing levels and enable efficient customer service operations. Responsibilities include forecasting customer contacts, scheduling agents, real-time management of resources, and performance analysis. Candidates must have at least 6 months of experience in the same role and a diploma in any major. Excellent English communication skills are required, along with flexibility for shifting schedules.

Qualifications

• Minimum 6 months of experience in the same position is mandatory.
• Experience in a contact center environment.
• Minimum EFSET Score B2.

Responsibilities

• Forecast customer contacts based on past trends.
• Create work schedules for agents based on forecasts.
• Monitor live dashboards for real-time management.
• Analyze performance data for improvements.
• Collaborate with team leaders and agents.

Skills

Data analysis

Real-time problem-solving

Excellent communication in English

Flexibility for shifting schedule

Strong problem-solving skills

Education

Diploma (D3) in any major

Job description

Overview

WFM professional in a contact center is a crucial role responsible for ensuring that the right number of agents with the right skills are available at the right time to handle all customer contacts. This role is a mix of data analysis, planning, and real-time problem-solving to balance customer satisfaction with business efficiency.

Responsibilities

• Forecasting: You will predict how many customer contacts (calls, emails, chats) we'll receive in the future by looking at past trends and upcoming events.
• Scheduling: Based on your forecasts, you'll create work schedules for all agents to ensure we have enough people working during our busiest hours.
• Real-time management: You'll monitor live dashboards and quickly adjust schedules and resources to handle unexpected changes, like a sudden spike in calls or agent absences.
• Analysis and Reporting: You'll analyze performance data (e.g., wait times, call handle times, agent adherence) to identify areas for improvement and create reports for management.
• Collaboration: You'll work closely with team leaders and agents to communicate plans, address staffing needs, and ensure everyone is aligned.

Requirements

• Ready Join immediately
• Minimum education Diploma (D3) any major
• Excellent written and verbal communication skills in English
• Minimum EFSET Score B2
• Have an experience 6 months with SAME POSITION (MANDATORY)
• Have an experience in Contact Center
• Flexible for SHIFTING schedule and changes along with in
• Strong problem-solving skills
• Willing for Surakarta site.