Deskripsi Pekerjaan
Join Mitracomm Ekasarana as a Workforce Management Specialist and play a crucial role in optimizing our call center operations. In this dynamic position, you'll be responsible for analyzing staffing needs, forecasting call volumes, and creating efficient schedules to ensure optimal customer service levels. Your expertise will directly impact our operational efficiency and customer satisfaction.
As a key member of our operations team, you'll leverage your analytical skills to develop strategies that balance workload distribution, manage staff performance, and maintain service level agreements. You'll work closely with various departments to implement workforce management best practices and drive continuous improvement in our call center operations.
This role offers an excellent opportunity to grow your career in workforce management while contributing to the success of a leading telecommunications company. If you're detail-oriented, analytical, and passionate about optimizing workforce performance, we encourage you to apply and become part of our innovative team.
Tanggung Jawab
- Analyze historical call data and forecast future call volumes to determine staffing requirements
- Create and maintain efficient staff schedules to ensure optimal coverage and service levels
- Monitor real-time call center operations and make adjustments to schedules as needed
- Develop and implement workforce management strategies to improve operational efficiency
- Generate regular reports on key performance indicators and provide insights to management
- Collaborate with department heads to align workforce planning with business objectives
- Ensure compliance with labor regulations and company policies in scheduling practices
Kualifikasi
- Bachelor's degree in Business Administration, Industrial Engineering, or related field
- Minimum 2 years of experience in workforce management, call center operations, or related field
- Proficiency in workforce management software and analytical tools
- Strong analytical skills with the ability to interpret complex data
- Excellent communication skills with the ability to collaborate effectively across departments
- Detail-oriented with strong organizational and time management skills
- Ability to work under pressure and make data-driven decisions in real-time