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:

• Conducting workforce forecasting and capacity planning using historical data or patterns to ensure adequate staffing levels to meet service demands.
• Preparing rosters and schedules based on volume forecasts, agent availability, and client recommendations.
• Monitoring real-time volume, schedule adherence, and service level changes to identify potential issues or discrepancies.
• Making immediate adjustments to address operational issues such as volume spikes, high AHT, staffing adjustments, and downtime promptly to maintain operational efficiency.
• Communicating non-compliance issues to operations, management, and clients.
• Preparing regular reports to provide insights into workforce efficiency, productivity, and service quality from time to time.
• Collaborating with clients and stakeholders to understand their requirements and expectations.
• Reflecting a good understanding of client’s needs to ensure business solutions are aligned.
• Implementing workforce management best practices, tools, and technologies to enhance capabilities.
• Providing training, guidance, and support to the operation team on workforce management processes or techniques.
• Utilizing data-driven insights to drive continuous forecasting refinement to improve forecast accuracy and optimize staffing decisions.
• Demonstrating expertise in workforce planning, scheduling, and capacity management to optimize resource utilization.

Job Requirements

• Indonesian citizen with a minimum diploma degree in any related field with a GPA of at least 2.75 preferred.
• Experience as WFM in the 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 decision-making possibilities.
• Ready to work on shifting schedules.
• 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