job description
Are you a strategic thinker with a passion for optimizing workforce efficiency in a dynamic BPO environment? We are seeking a Workforce Management (WFM) Planner to join our team in Bali, Indonesia. In this role, you will play a pivotal part in ensuring operational excellence by forecasting staffing needs, managing capacity, and aligning resources with business demands.
As a WFM Planner, you will collaborate with cross-functional teams to develop data-driven workforce strategies that enhance productivity, reduce costs, and improve customer satisfaction. Your expertise in workforce analytics and scheduling will be instrumental in maintaining service level agreements (SLAs) while fostering a balanced and motivated team.
This is a fantastic opportunity for a detail-oriented professional to thrive in a fast-paced, international BPO setting. If you have a proven track record in workforce planning and a knack for turning data into actionable insights, we’d love to hear from you!
Responsibility
- Develop and maintain accurate workforce forecasts based on historical data, business trends, and seasonal variations.
- Conduct capacity planning to ensure optimal staffing levels across all shifts and departments.
- Create and adjust employee schedules to meet service level targets while minimizing overtime and understaffing.
- Monitor real-time adherence to schedules and make proactive adjustments to maintain operational efficiency.
- Analyze key performance indicators (KPIs) such as average handle time (AHT), occupancy rates, and shrinkage to identify improvement opportunities.
- Collaborate with HR and operations teams to align staffing plans with recruitment, training, and retention strategies.
- Utilize WFM software (e.g., Aspect, NICE, or Verint) to generate reports and automate scheduling processes.
- Present workforce insights and recommendations to senior management to support data-driven decision-making.
Qualifications
- Bachelor’s degree in Business Administration, Mathematics, Statistics, or a related field.
- Minimum 3 years of experience in Workforce Management within a BPO or call center environment.
- Proficient in WFM tools (e.g., Aspect, NICE, Verint, or similar) and advanced Excel (pivot tables, VLOOKUP, macros).
- Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
- Excellent communication and stakeholder management skills to collaborate with cross-functional teams.
- Experience in forecasting, capacity planning, and scheduling for multi-channel contact centers (voice, chat, email).
- Familiarity with Erlang C calculations and other workforce optimization methodologies.
- Ability to work in a fast-paced, deadline-driven environment with a high degree of accuracy.