Workforce Management Specialist

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.

Key Responsibilities (in a simple way):

1. Forecasting: You will predict how many customer contacts (calls, emails, chats) we&aposll receive in the future by looking at past trends and upcoming events.

2. Scheduling: Based on your forecasts, you&aposll create work schedules for all agents to ensure we have enough people working during our busiest hours.

3. Real-time management: You&aposll monitor live dashboards and quickly adjust schedules and resources to handle unexpected changes, like a sudden spike in calls or agent absences.

4. Analysis and Reporting: You&aposll analyze performance data (e.g., wait times, call handle times, agent adherence) to identify areas for improvement and create reports for management.

5. Collaboration: You&aposll 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.