Workforce Coordinator

Talent Acquisition Professional || APAC & Global Hiring | Professional, Executive, & Leadership || Recruitment Consultant Educational Qualification – Graduate

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Reporting. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision-making regarding revenue roadmap, focus on critical metrics, and efficiency improvements for accounts/organizations.

Key responsibilities

Managing WFM Personnel

Planning & Scheduling

Manpower Planning, Scheduling, Transitioning new logos

Preparing and publishing WBRs, MBRs, QBRs

Preparing PPTs and presentations

Running scenarios and simulations basis requirement

Data reporting to other departments like Finance, IT Operations etc.

Recognize and recommend operational and support improvements for the enterprise

Creating Schedules and lead the weekly scheduling performance review and provide recommendations

Administration of communication to and from Operations and other support departments.

Collect, analyze and report historical center performance statistics.

Understanding of Workload and HC calculations

Perform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets

Provide end to end analysis of financial assessment on weekly basis rolling up to the month

Create accruals for revenues that may have been possibly earned but are not yet recorded in the account

Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis

Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle

Calculate the positive and negative impact of compensated and non‑compensated performance metrics on overall revenue

Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making

Data collection from various data sources to be utilized in performing all key responsibilities and ad‑hoc requests from the business

Desired Skills

Should be excellent in Excel and MIS / Should be decent in Excel for other roles

Effective communication and interpersonal skills

Excellent problem‑solving and management skills

Knowledge of Power‑BI and should be able to create dashboards

High level of accuracy and attention to detail.

Extensive experience with WFM software will be preferred. Knowledge of Tools like Avaya, CRM, Sales‑Force, and Cand MS.

Ability to make decisions in time‑sensitive ambiguous situations.

Good Communication Skill B2 English

(both speaking & writing)

Willing to be placed in the Yogyakarta Site.

1 Years of experience from BPO Industry & have handled a team of minimum 10 RTAs/RTFMs.

Sound Knowledge of WFM KPI like Scheduling / Planning / Billing

Job Details

Seniority level: Associate

Employment type: Full‑time

Job function: Strategy/Planning, Customer Service, and Consulting

Industries: Outsourcing and Offshoring Consulting and Consumer Services

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