This is an on-site contract role as a Contact Center WFM located in Semarang. As a WFM you will be responsible for : Conducts workforce forecasting and capacity planning using historical data or patterns to ensure adequate staffing levels to meet service demands Prepare rosters and schedules based on volume forecasts, agent availability and client recommendations Monitor real-time volume, schedule adherence and service level changes to identify potential issues or discrepancies Make immediate adjustment to address operational issue such as volume spikes, high AHT, staffing adjustment and downtime promptly to maintain operational efficiency Communicate non-compliance issues to operations, management and client Prepare regular reports to provide insights into workforce efficiency, productivity and service quality from time-to-time Collaborates with clients and stakeholders to understand their requirements and expectations Reflect a good understanding of client’s needs to ensure business solutions are aligned Implement workforce management best practices, tools and technologies to enhance the capabilities Provide training, guidance and support to operation team on workforce management processes or techniques Utilizes data-driven insights to drive continuous forecasting refinement to improve forecast accuracy and optimize staffing decision Demonstrates expertise in workforce planning, scheduling and capacity management to optimize resource utilization

Semarang