Service Excellence (WFM) Associate

DESKRIPSI PEKERJAAN

About The Role

This role will act as the operational control tower. Continuously monitor real-time contact volumes and wait times across all channels. Dynamically advise Team Leaders to reallocate agents from low-volume to high-volume channels to prevent backlogs and ensure strict handling time.

As our Astronaut, your missions are:

  • Capacity Planning & Forecasting: Build intra-day, daily, and monthly volume forecasts using Erlang-C models, accounting for local seasonal peaks
  • Intraday Queue Management: Continuously monitor real-time queue metrics across multi-channel environments and adjust agent routing dynamically during unexpected traffic spikes
  • Performance & Adherence Tracking: Track Real-Time Adherence (RTA), shrinkage (planned vs. unplanned), Occupancy, Average Handling Time (AHT), and Auxiliary (AUX) time to maximize operational productivity.
  • Roster Optimization: Design weekly shift schedules, break timings, and time-off allocations while ensuring compliance regulations.

KUALIFIKASI MINIMUM

In order to launch the missions successfully, you need to have:

  • Educational Background: Bachelor's degree in Industrial Engineering, Applied Mathematics, Statistics, or Operations Research.
  • Work Experience: 2 - 3 years in workforce management, forecasting, or scheduling within high-volume digital contact centers
  • Technical Proficiency: Mastery of Excel/Google Sheets (nested formulas, pivot tables, macros) and WFM tools (e.g., Tymeshift, Genesys, Verint, Injixo); basic SQL knowledge is a plus.
  • Analytical Skills: Strong numerical agility, statistical forecasting capability, and real-time operational problem-solving under pressure.
  • Domain & Operational Knowledge: Deep understanding of contact center metrics (SLA, AHT, Shrinkage, Occupancy).

RINGKASAN PERKERJAAN

  • *SPESIALISASI**: Administration and Coordination
  • *PENDIDIKAN MINIMAL**: S1 (Sarjana)
  • *SISTEM KERJA**: Hibrid
  • *TIPE PEKERJAAN**: Full time
  • *LOKASI**: West Jakarta, DKI Jakarta, Indonesia
  • *INDUSTRI**: E-Commerce
  • *SITUS PERUSAHAAN**: http://www.astronauts.id

TENTANG PERUSAHAAN

ASTRO is Indonesia's quick commerce company that delivers groceries and essentials to your door within minutes. Founded in 2021 by a group of seasoned e-commerce executives and backed by both trusted International and local investors, it is our mission to make people's lives simpler and easier by saving them time, energy, and money.
Just like real Astronauts that take off into outer space, Astro embodies the values of being fast, bold, adventurous, and technologically advanced.
Interested in working for a company that pushes the boundaries and strives to be the best? Join us now to be a part of this ground-breaking mission!

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