Workforce Management (WFM) - TEGAL

Transcosmos Indonesia (Official); Tegal; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A global digital transformation partner is seeking a Workforce Management Specialist in Tegal, Indonesia. This role involves developing workforce planning strategies, analyzing data for staffing needs, and managing employee schedules. Candidates should have a diploma and at least 1 year of experience in a contact center. Benefits include career growth, work-life balance initiatives, and a supportive work culture.

Benefits

Fulfilling Career

Professional Growth

Work-Life Balance

Growing Culture

Qualifications

• Min. 1 year experience as WFM/RTFM/Team Leader or in a supporting role in contact center.

Responsibilities

• Develop and implement workforce planning strategies.
• Analyze historical data and forecast future staffing needs.
• Create and manage employee schedules to meet operational demands.
• Allocate resources effectively considering skills and workload.
• Monitor real-time data to ensure adherence to schedules.
• Conduct capacity planning to handle anticipated workloads.
• Continuous analysis to improve workforce forecasts.

Skills

Proficient problem-solving abilities

Experience in Live Chat

Education

Diploma degree in any related field

Job description

Overview

PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.

Responsibilities

• Develop and implement workforce planning strategies to meet business objectives.
• Analyze historical data, trends, and forecast future staffing needs.
• Create and manage employee schedules to meet operational demands.
• Allocate resources effectively, considering skills, workload, and business priorities.
• Monitor and analyze real-time and historical data to ensure adherence to schedules and service level agreements.
• Conduct capacity planning to ensure the right number of staff is available to handle anticipated workloads.
• Improve the accuracy of workforce forecasts through continuous analysis and adjustment.

Requirements

• Diploma degree in any related field.
• Min. 1 year experience as WFM/RTFM/Team Leader or other supporting role in contact center industry.
• Experience in Live Chat is a great advantage.
• Proficient problem-solving abilities to identify root causes and to identify decision-making possibilities.
• Willing to work immediately.
• Willing to be placed in Tegal.

Kindly submitted your application through: https://bit.ly/HiringJKT-Transcosmos

Benefits

With our commitment to ensuring employee comfort at TCID, here are some of the benefits we offer:

• Fulfilling Career
• Professional Growth
• Work-Life Balance (Variety of Sports Activities, Wellness Programs, etc.)
• Growing Culture