Service Excellence and Workforce Management
- Salary not listed
- Remote-friendly · fits your timezone
- Posted last week · via Kalibrr
Full Description
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.…
Read the full description at Kalibrr
Why This Role?
Kamu akan bekerja di perusahaan teknologi lokal dengan fokus pada manajemen tenaga kerja dan kinerja pusat kontak.
Key Responsibilities
- Memantau volume panggilan dan waktu tunggu di semua saluran secara real-time
- Mengoptimalkan penempatan agen dari saluran rendah ke saluran tinggi untuk mencegah kemacetan
- Membuat peramalan volume harian dan bulanan menggunakan model Erlang-C
- Memantau metrik antrian real-time dan mengatur rute agen selama puncak lalu lintas
- Melacak kinerja dan keterlambatan untuk memaksimalkan produktivitas operasional
- Mendesain jadwal shift mingguan, waktu istirahat, dan alokasi waktu libur
Requirements
- Pendidikan S1 di bidang Teknik Industri, Matematika Terapan, Statistika, atau Penelitian Operasional
- Pengalaman kerja 2-3 tahun di manajemen tenaga kerja, peramalan, atau penjadwalan di pusat kontak digital
- Menguasai Excel/Google Sheets dan alat WFM seperti Tymeshift, Genesys, Verint, Injixo
- Kemampuan analisis kuat dan pemecahan masalah operasional real-time
- Paham mendalam tentang metrik pusat kontak seperti SLA, AHT, Shrinkage, dan Occupancy
Required Skills
View Excerpt — Full Description at KalibrrShow more
Read the full description at Kalibrr
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.…
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