Workforce Management Analyst

2 weeks ago

Yogyakarta, Indonesia amalan international Full time

Our mission at amalan is to assist people in regaining control of their finances. We advise customers on ways to renegotiate their loans to a level they can afford. We are the first to offer such service in Indonesia using a professional, attentive and customer focused approach, supported by cutting edge technology.

Starting salary and benefits are competitive with excellent growth perspective.

## Responsibilities:

- Prepare, manage and maintain schedule for the Customer Operations Department's team.
- Monitor daily attendance and schedule adherence.
- Create daily reports of the Customer Operations Department's team attendance and performance for the Office of Culture Department, which is being used to determine whether employees are effectively utilized, or to develop strategies to recruit qualified staff.
- Ensure service level targets are met; maintain the right headcount, and calculate call capacity.
- Responsible for reporting data management activities around employee scheduling and forecasts.
- Tracking forecast accuracy with absolute forecast variance.
- Interpret, analyze, rate, and make recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience.
- Improve processes and increase efficiency of the Customer Operations Department's team by recommending necessary changes.
- Calculate consumer operation bonus performance.

## Requirements:

- Good in English
- Min. Diploma Degree in any fields.
- At least 1 year experience as workforce management in contact center.
- Able to process data using excel / google sheet.
- Excellent interpersonal, written, and oral communication skills.
- Growth mindset, highly motivated, able to manage priorities and adapt to change in a fast-moving environment.
- Professional and friendly attitude and able to quickly develop a good relationship with all team members.
- Willing to relocate to Yogyakarta, one of the foremost cultural centers of Indonesia.
- Willing to relocate to Yogyakarta, one of the foremost cultural centers of Indonesia.

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