Workforce Management & Data Reporting - Operations (Yogyakarta - Contract)

Job DescriptionAnalyze data from BI and Marketing to create, monitor, and adjust CS (L1 & L2) schedules, ensuring optimal daily resource coverageForecast manpower planning within the CS Team (based on forecast projection from BI), in order to ensure adequate daily resource coverageCreate, compile, and report, all KPI/CSAT/best performance, and scorecard achievements in Operations from Sales ForceEnsure timely, accurate and consistent delivery of daily, weekly and monthly reports to stakeholdersDevelop, automate, and maintain reporting dashboard and tools using platforms such as Google Sheets, SQL, Data Suite, Looker and other relevant systemProvide ad hoc data analysis and reporting to address urgent operational needs and enable informed decision makingRequirementsMin. Bachelor's Degree in any majorMin. 1 years of working experience in related field (experiencing in WFM such as forecasting, scheduling and data reporting would be an advantage)Good communication in EnglishAble to use a statistical approach on data storytellingExcellent verbal and written communication skills to communicate with agents, supervisors and other stakeholdersClear and concise communication to provide real-time feedback, guidance, and instructions to agents and supervisorsAble to provide and develop reporting or dashboards from scratchGood with numbers and data interpretationFamiliar using Excel and SQL