Deskripsi Pekerjaan
Are you passionate about optimizing workforce operations and driving efficiency in a fast-paced BPO environment? Infosys BPM is seeking a highly motivated and detail-oriented WFM Associate Process Specialist to join our dynamic team in Alabang. This is an incredible opportunity to grow your career with a global leader in business process management.
As a WFM Associate Process Specialist, you will be at the heart of our operations, ensuring the right people are in the right place at the right time to meet client demands. You will leverage data-driven insights to forecast contact volumes, create effective staffing schedules, and manage real-time adherence to optimize service levels. Your expertise in workforce planning will directly impact operational efficiency, cost management, and employee satisfaction.
At Infosys BPM, we believe in nurturing talent and providing clear career pathways. This role offers excellent exposure to advanced WFM methodologies and collaboration with cross-functional teams across different lines of business. You will play a crucial role in process improvement initiatives, helping to build a more agile and responsive workforce. If you are a strategic thinker with sharp analytical skills and a desire to make a tangible impact, we invite you to explore this exciting opportunity. Join us and be part of a company that values innovation, excellence, and its people.
Tanggung Jawab
- Perform capacity planning and long-term forecasting to ensure optimal staffing levels based on historical data and business trends.
- Create and maintain accurate agent schedules, shift bids, and vacation plans to align with contact volume forecasts.
- Monitor and manage real-time adherence, providing coaching feedback and adjusting staffing as necessary to meet service level goals.
- Conduct intraday management of call queues and handle deviations from the schedule effectively.
- Generate, analyze, and distribute comprehensive WFM reports (daily, weekly, monthly) to stakeholders.
- Collaborate with Operations, Training, and HR teams to plan for shrinkage, attrition, and new hire integration.
- Identify process gaps and inefficiencies, recommending and implementing improvements to WFM workflows.
- Ensure compliance with company policies and client-specific scheduling requirements.
Kualifikasi
- Candidate must possess at least a Bachelor's/College Degree in any field, preferably related to Business, Math, or Statistics.
- Minimum of 1–2 years of experience in a Workforce Management role (Real-Time Adherence, Scheduling, or Forecasting) within a BPO or Call Center environment.
- Advanced proficiency in MS Excel, including pivot tables, complex formulas, and data visualization.
- Experience with WFM software tools (Avaya, IEX, NICE IEX, Aspect, Verint) is highly desirable.
- Strong analytical and problem-solving abilities with a keen attention to detail.
- Excellent verbal and written communication skills.
- Ability to thrive in a high-pressure, fast-paced environment and make data-driven decisions quickly.
- Amenable to working on-site in Alabang and open to shifting schedules, including night shifts and weekends.