WFM Scheduler - Yogyakarta Site

WE'RE HIRING: WFM SCHEDULER

Are you analytical, detail oriented, and passionate about workforce planning Join our team as a WFM Scheduler and play a key role in ensuring the right people are scheduled at the right time.

In this role, you will be responsible for creating efficient agent schedules, monitoring staffing requirements, and supporting workforce planning to ensure operational needs and service level targets are met. You will also work closely with Operations and Training teams to align staffing plans with business demands. If you enjoy working with data, optimizing schedules, and solving operational challenges, this could be the right opportunity for you!

Location: Yogyakarta, Indonesia

Work Arrangement: Fully On-site (WFO)

Work Schedule: Shift based

Responsibilities

• Create, optimize, and publish weekly and bi-weekly agent schedules based on forecasted workloads and staffing requirements.
• Monitor staffing needs and ensure sufficient agent coverage during peak and off-peak hours.
• Analyze forecasted contact volumes, average handling time (AHT), and service-level targets to support effective scheduling.
• Manage agent shifts, breaks, leave requests, shift swaps, and other schedule adjustments.
• Coordinate with Operations, Talent Acquisition, and Training teams to align staffing plans with hiring and training schedules.
• Monitor schedule efficiency and identify opportunities to improve workforce utilization.
• Prepare workforce reports and provide insights on staffing gaps, schedule performance, and operational requirements.
• Ensure schedules comply with company policies, client requirements, labor regulations, and operational guidelines.

Required :

• Bachelor's degree (S1) in any major.
• Previous experience in workforce management, scheduling, capacity planning, or contact center operations is preferred.
• Experience in the BPO or call center industry is a plus.
• Strong analytical, numerical, and problem-solving skills.
• Detail-oriented, organized, and comfortable working with data and deadlines.
• Good communication and coordination skills.
• Able to work independently and collaborate with cross-functional teams.
• Willing to work fully on-site (WFO) in Yogyakarta.
• Willing to work on a shift-based schedule.

Required Skills

• Proficiency in Microsoft Excel or Google Sheets for data analysis, reporting, and schedule management.
• Familiarity with workforce scheduling, staffing calculations, and service-level concepts.
• Experience with NICE WFM (IEX) is a strong advantage.
• Knowledge of forecasting, capacity planning, shrinkage, and interval-level staffing is an added advantage.
• Ability to analyze workforce data and translate it into practical scheduling decisions.

Ready to Join Our Team

If you are passionate about workforce planning, enjoy working with numbers, and want to make a real impact on daily operations, we would love to hear from you!

Lets take the next step in your career and grow with us!