Deskripsi Pekerjaan
Infosys BPM, the business process management arm of the global IT leader Infosys, is seeking a talented and results-driven WFM Associate Process Specialist to join our growing team in the dynamic business district of Bonifacio Global City (BGC). As a premier provider of end-to-end business solutions, we offer a stimulating environment where data-driven decision-making and operational excellence are highly valued.
In this key role, you will be responsible for the core functions of Workforce Management: forecasting contact volumes, creating optimized agent schedules, and managing real-time adherence to ensure we meet our clients rigorous Service Level Agreements (SLAs). You will analyze historical trends to predict future workloads, utilize advanced WFM software, and collaborate closely with Operations, Human Resources, and Training teams to balance service levels with operational costs. This role offers fantastic exposure to global best practices and provides a platform for significant career advancement within the Infosys ecosystem.
We are looking for a candidate with a sharp analytical mind, strong proficiency in Excel and WFM tools, and at least 1–2 years of experience in a BPO contact center environment. If you are passionate about workforce optimization and eager to contribute to a world-class organization, we invite you to apply and grow with Infosys BPM in BGC.
Tanggung Jawab
- Develop and maintain accurate short-term and long-term forecasting models for call volume and workload across multiple channels.
- Create, manage, and publish optimized agent schedules to ensure optimum service level while minimizing operational costs.
- Conduct real-time monitoring of contact center queues, agent adherence, and occupancy to make necessary intraday adjustments.
- Analyze historical data and trends to identify opportunities for efficiency gains, shrinkage reduction, and process improvement.
- Generate and present daily, weekly, and monthly workforce performance reports and dashboards to senior management and stakeholders.
- Collaborate closely with Operations, Training, and HR teams to plan for shrinkage, attrition, and new hire ramp-up schedules.
- Administer time-off requests, shift bids, and schedule exceptions to ensure fair and complete coverage across all shifts.
- Act as the primary escalation point for real-time issues, system outages, and service level emergencies to ensure minimal disruption.
Kualifikasi
- College graduate, preferably a Bachelor’s Degree in Business, Mathematics, Statistics, Industrial Engineering, or a related field.
- At least 1 to 2 years of relevant experience in Workforce Management (Forecasting, Scheduling, and Real-Time Analysis) within a BPO or call center environment.
- Strong proficiency in WFM tools such as Aspect, Verint, eWFM, IEX, or Blue Pumpkin is a distinct advantage.
- Advanced skills in MS Excel (including VLOOKUPs, Pivot Tables, Macros, and Power Query) are essential for data analysis and reporting.
- Excellent analytical, problem-solving, and decision-making skills with a keen attention to detail and accuracy.
- Strong communication and interpersonal skills, with the ability to work effectively in a collaborative, team-oriented environment.
- Willingness to work in Bonifacio Global City (BGC) and amenable to a shifting schedule, including weekends and holidays if required.
- Solid understanding of core contact center metrics (Service Level, ASA, AHT, Occupancy, Shrinkage, Abandonment Rate).