Workforce Management Specialist / WFM Scheduler

About the role

The WFM Scheduler role is responsible for supporting manpower forecasting and scheduling to ensure effective workforce planning for contact centre operations. You will use Excel and PowerPoint to support workforce planning, prepare schedules, and analyse contact centre performance and manpower requirements.

Key responsibilities

• Support manpower forecasting and scheduling based on contact centre operational requirements

• Prepare and maintain manpower schedules using Microsoft Excel

• Analyse workforce requirements and support manpower planning activities

• Prepare workforce-related reports and presentations using Excel and PowerPoint

• Monitor and review contact centre KPIs and operational performance

• Support Operations teams with manpower and scheduling requirements

• Analyse workforce and operational data to identify trends and staffing requirements

• Maintain accurate manpower planning and scheduling records

• Support day-to-day workforce planning activities
  

About you

• Minimum 1 year of experience in a call centre / contact centre environment

• Proficient in Microsoft Excel and PowerPoint for manpower forecasting and scheduling

• Familiar with call centre KPIs

• Able to analyse manpower and operational data

• Fluent in English and Bahasa Indonesia, both written and spoken

• Chinese/Mandarin language skills are an advantage

• Good analytical and problem-solving skills

• Good communication and coordination skills

• Responsible, detail-oriented, and able to work well as part of a team

• Willing to work in Alam Sutera, Tangerang