Contact Center Workforce Management Semarang

PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.

Why Join Us?

Our goal is to foster a culture of excellence while shaping a thriving company. We provide a competitive compensation package and ample opportunities for career growth. We believe in giving every employee a fair chance to contribute to our success and to unlock their full potential.

Job Description

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

Job Requirements

• Indonesian citizen with minimum diploma degree in any related field with GPA min 2.75 preferred
• Experienced as WFM in contact center industry
• Proficient in using reporting tools and software, such as Excel and erlang to generate and analyze performance reports
• Proficient problem-solving abilities to identify root causes and to identify the decision making possibilities
• Ready to work on shifting
• Good in English both speaking and writing
• Willing to work immediately
• Willing to be placed in Semarang

Note : The job description has been gender-neutral and does not discriminate on the basis of gender, race, ethnicity, religion, or any other characteristic.

Life At TCID

With our commitment to ensuring employee comfort at TCID, here are some of the benefits we offer:

• Fulfilling Career
• Professional Growth
• Work-Life Balance (Variety of Sports Activities, Wellness Programs, etc.)
• Growing Culture

#transcosmosIndonesia #LifeAtTCID #OneTranscosmos #TCID

PT Transcosmos Indonesia, a joint venture between Transcosmos Inc. and CBN (a member of the Salim Group), is a Global Digital Transformation Partner in Customer Experience Solutions and Digital Marketing Solutions.

Why Join Us?

Our goal is to foster a culture of excellence while shaping a thriving company. We provide a competitive compensation package and ample opportunities for career growth. We believe in giving every employee a fair chance to contribute to our success and to unlock their full potential.

Job Description

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

Job Requirements

• Indonesian citizen with minimum diploma degree in any related field with GPA min 2.75 preferred
• Experienced as WFM in contact center industry
• Proficient in using reporting tools and software, such as Excel and erlang to generate and analyze performance reports
• Proficient problem-solving abilities to identify root causes and to identify the decision making possibilities
• Ready to work on shifting
• Good in English both speaking and writing
• Willing to work immediately
• Willing to be placed in Semarang

Note : The job description has been gender-neutral and does not discriminate on the basis of gender, race, ethnicity, religion, or any other characteristic.

Life At TCID

With our commitment to ensuring employee comfort at TCID, here are some of the benefits we offer:

• Fulfilling Career
• Professional Growth
• Work-Life Balance (Variety of Sports Activities, Wellness Programs, etc.)
• Growing Culture

#transcosmosIndonesia #LifeAtTCID #OneTranscosmos #TCID