Deskripsi Pekerjaan
Mitracomm Ekasarana is seeking a highly analytical and detail-oriented Workforce Management (WFM) Specialist to join our growing team in Semarang. In this pivotal role, you will be responsible for optimizing workforce performance, ensuring efficient scheduling strategies, and driving operational excellence across our call center operations. We are looking for a professional who can leverage data to make informed decisions and improve service levels.
As a WFM professional, you will act as the bridge between operational needs and strategic planning. You will be expected to analyze trends, forecast demand, and implement scheduling models that maximize efficiency while maintaining high-quality customer service standards. If you are passionate about workforce analytics, process improvement, and contributing to a dynamic customer service environment, we encourage you to apply for this exciting opportunity.
Tanggung Jawab
- Manage end-to-end workforce planning and scheduling to ensure optimal staffing levels 24/7.
- Analyze historical data and forecast call volume trends to adjust schedules proactively.
- Monitor key performance indicators (KPIs) such as service level, average handle time, and occupancy.
- Conduct regular performance reviews and coaching sessions with agents to improve productivity.
- Develop and implement WFM strategies and policies to support business growth.
- Utilize WFM software (e.g., NICE, Calabrio, or equivalent) to manage workforce data effectively.
- Collaborate with management to align workforce plans with organizational goals and budget constraints.
Kualifikasi
- Bachelor’s degree in any field, preferably in Statistics, Industrial Engineering, Management, or Business Administration.
- Minimum 1-3 years of experience in Workforce Management or Call Center operations.
- Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
- Proficiency in Microsoft Office Suite, particularly Microsoft Excel (pivot tables, VLOOKUP).
- Excellent communication and interpersonal skills to interact with diverse teams.
- Ability to work under pressure and meet tight deadlines in a fast-paced environment.
- Knowledge of WFM methodologies, forecasting tools, or workforce planning software is a plus.