job description
Join Infosys BPM, a global leader in business process management, as a Workforce Management (WFM) Process Specialist based in beautiful Bali. This is a unique opportunity to work remotely from paradise while contributing to a dynamic, fast-growing team. As a WFM Specialist, you will play a pivotal role in optimizing workforce efficiency, ensuring seamless operations, and driving customer satisfaction for our international clients.
At Infosys BPM, we believe in fostering talent and providing a clear career progression path. Whether you're looking to advance into leadership roles, specialize in analytics, or explore global opportunities, we offer the resources and support to help you achieve your professional goals. Enjoy the flexibility of remote work while being part of a collaborative, innovative, and inclusive culture.
If you are a detail-oriented professional with a passion for process improvement and workforce optimization, we invite you to apply and take the next step in your career with us.
Responsibility
- Monitor and analyze workforce performance metrics to ensure operational efficiency and service level agreements (SLAs) are met.
- Develop and maintain workforce schedules, ensuring optimal staffing levels to meet business demands.
- Collaborate with cross-functional teams to forecast staffing needs and adjust resources accordingly.
- Utilize WFM tools and software to track real-time adherence, productivity, and performance trends.
- Generate and present reports on workforce performance, highlighting areas for improvement and actionable insights.
- Implement process improvements to enhance workforce productivity and customer service quality.
- Provide training and support to team members on WFM best practices and tools.
- Act as a liaison between operations, HR, and management to align workforce strategies with business objectives.
Qualifications
- Bachelor’s degree in Business Administration, Human Resources, Operations Management, or a related field.
- Minimum of 2 years of experience in workforce management, call center operations, or a similar role.
- Proficiency in WFM software (e.g., Aspect, Verint, NICE, or similar tools) and advanced Excel skills.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent communication and interpersonal skills to collaborate with global teams.
- Ability to work independently in a remote setting while maintaining high productivity and accountability.
- Knowledge of call center operations, customer service metrics, and performance management.
- Certification in Workforce Management (e.g., SWPP, CWPP) is a plus.