Workforce Management Analyst (Wfm)

[Dedicated for Customer Service Division]

Responsibilities:

• Train team members, managers, and trainers on the use of workforce planning tools.
• Escalate Live Chat interruptions to appropriate Executive Leadership Staff in a quick timely fashion such as if there is Bugs or sudden spike in the volume.
• Assist service line leaders with QC tracking and management.
• Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
• Provide hourly, daily, weekly and monthly recap of CS KPI /Metrics performance.
• Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.
• Execute on budget forecasts and owns the development and implementation of staffing and metric models, reporting and analysis.
• Develop reporting processes, dashboards and presentations to fulfil senior leadership reporting needs.

Qualifications:

• Advanced understanding of business process analysis.
• Comfortable with Agile practices.
• Negotiation abilities and time management skills.
• Bachelor's or Graduate's Degree in any major but preferably from business, IT, data science, or business administration.
• A confident, natural leader and problem solver with demonstrated critical thinking and collaboration skills.
• Strong command of Bahasa Indonesia and English language and good communication skills.
• Top Excel and data processing skill