job description
Join iOPEX Technologies as an Assistant Workforce Management (WFM) Manager in beautiful Bali and take the next step in your career! This is your chance to be part of a global leader in digital transformation, where innovation meets excellence. As an iOPEXian, youâll contribute to optimizing workforce efficiency, ensuring seamless operations, and driving customer satisfaction in a dynamic, fast-paced environment.
At iOPEX, we empower our team members to achieve their highest potential. Whether you're forecasting staffing needs, analyzing performance metrics, or collaborating with cross-functional teams, youâll play a pivotal role in shaping the future of our workforce strategy. Baliâs vibrant culture and work-life balance make this an unmissable opportunity for professionals seeking growth and impact.
If youâre passionate about workforce optimization, data-driven decision-making, and thriving in a collaborative setting, apply now and become part of our mission to redefine customer service excellence!
Responsibility
- Assist in forecasting and scheduling workforce requirements to meet service level agreements (SLAs) and business objectives.
- Monitor real-time adherence and intraday performance, making adjustments to optimize staffing efficiency.
- Analyze workforce data, trends, and KPIs to identify opportunities for process improvements and cost savings.
- Collaborate with operations teams to align workforce plans with business needs and customer demand.
- Develop and maintain workforce management reports, dashboards, and tools for stakeholders.
- Support the implementation of WFM software, tools, and best practices to enhance productivity.
- Assist in managing leave requests, shift swaps, and overtime approvals while ensuring compliance with labor laws.
- Participate in cross-functional projects to drive operational excellence and employee engagement initiatives.
Qualifications
- Bachelorâs degree in Business Administration, Human Resources, Statistics, or a related field.
- Minimum 2-3 years of experience in Workforce Management, preferably in a call center or BPO environment.
- Strong analytical skills with proficiency in Excel, WFM software (e.g., Aspect, NICE, Genesys), and data visualization tools.
- Excellent communication and interpersonal skills to collaborate with global teams.
- Ability to work in a fast-paced environment, manage multiple priorities, and meet tight deadlines.
- Familiarity with call center metrics (e.g., AHT, occupancy, shrinkage) and forecasting techniques.
- Problem-solving mindset with a focus on continuous improvement and process optimization.
- Willingness to work flexible hours, including shifts aligned with global time zones.