WFM Analyst - Genesys Experience

Teleperformance Indonesia is on the lookout for WFM Analyst - Genesys Experience to join our Customer Support Operations in Bali. In this role, you will manage the full spectrum of workforce management activities, from forecasting and capacity planning to scheduling, real-time management.

If you're familiar with Genesys CX Tools, like to tinker with data, and turning it into actionable insights, we'd love to hear more from you

Requirements

• Minimum education: Diploma (D3) or above
• Experience using Genesys Satellite or Genesys Experience is a must
• Strong understanding of workforce management (forecasting, scheduling, real-time monitoring)
• Fluent in English (spoken & written)
• Willing to work shifts
• Able to join as soon as possible
• Willing to be placed in Bali

Responsibilities

• Perform forecasting and scheduling to ensure optimal staffing
• Monitor real-time performance and make adjustments as needed
• Analyze workforce data and provide insights & reports
• Collaborate with operations team to improve service level and productivity
• Maintain accuracy in WFM tools and reports

What We Offer

• Competitive salary
• Dynamic working environment
• Opportunity to grow in a global company