Work Force Management (WFM) Contact Center Operation

Company Name: PT Transcosmos Indonesia

Education Bachelor’s degree in business, human resources, statistic or a related field. Relevant certifications are a plus. Experience Proven experience in workforce management, including scheduling, forecasting, and capacity planning.Previous experience in a leadership or supervisory role is preferred. Specific QualificationsExcellent verbal and written communication skills.Ability to communicate effectively with team members and cross-functional teams.Strong analytical and problem-solving skills.Ability to analyze data and make data-driven decisions.Strong leadership qualities with the ability to motivate and guide a team.Experience in leading cross-functional teams.Familiarity with workforce management tools and technologies.Ability to adapt to new tools and platforms.Ability to adapt to changing priorities and business needs.Flexibility to handle unexpected workforce challenges.

1Workforce Planning -Develop and implement workforce planning strategies to meet business objectives.-Analyze historical data, trends, and forecast future staffing needs.2Scheduling and Allocation -Create and manage employee schedules to meet operational demands.-Allocate resources effectively, considering skills, workload, and business priorities.3Performance Monitoring -Monitor and analyze real-time and historical data to ensure adherence to schedules and service level agreements.-Implement adjustments as needed to optimize performance.4Capacity Planning -Conduct capacity planning to ensure the right number of staff is available to handle anticipated workloads.-Collaborate with relevant departments to align capacity with demand.5Forecasting Accuracy -Improve the accuracy of workforce forecasts through continuous analysis and adjustment.-Implement best practices in forecasting methodologies.6Collaboration -Collaborate with operations and other relevant functions to align workforce plans with overall business goals.