Responsibilities :

Basic requirements:
• Age : 21 – 35 yo
• Minimum formal education D3 preferably accounting, finance, and management informatics.
• Willingness to work in shifting
• Have good communication and presentation skill
• Positive, confident and determined approach
• High degree of selves motivation and ambition
• Work as part of a team
• Physical and mentally healthy
• Persistent and good endurance

  Technical Skills:
• Good analytical skills to collect, gather, visualize, and analyze information in detail.
• Numeracy skills or mathematical skills: Having knowledge of numbers and figures, understanding relationship between numbers, interpreting mathematical information, etc.
• Technical and computer skills: SQL Databases and database querying language, statistical language, spreadsheet (excel, csv), big data tools, big data analytical toolkits, programing, and data visualization and reporting techniques.
• Attention to detail skills to be able to find and see hidden details and connection which required in decision making and problem solving in effective way and minimize the risk of errors.
• Business skills: communication skills, problem solving and decision making skills, organization and time management skills, ability to learn new things, especially about new technology development.

• Do Forecasting, Staffing and Scheduling to achieve Care Center KPI such as Service Level, AHT, Agent’s Utilization and other efficiency factors, also consider the upcoming programs or campaign from related department (Sales, Marketing or internal Care Center)

• Planning, management, and supervision of all operational activities through forecasting, roastering, scheduling, monitoring, briefing, coaching, etc with the tools and WFM application.
• Give feedback to operation related to adherence to schedule
• Provide historical data traffic and capacity
• Follow up, monitor and resolve customer's problem or the applications received through other media are available in accordance with the applicable business processes.
• Perform other job related to customer services such as : outbound courtesy, outbound survey and others.
• Follow and engage actively in service improvement and motivation programs.
• To Create Forecasting, staffing and scheduling reports as well as the analysis of attendance, achievement, activities assigned, etc.
• Report to superiors about problems that customers require special treatment; such problems are not resolved within a certain time according to the Service Level Agreement, bulk cases, and others.
• To develop personal performance like training, briefings, find latest information, and others.
• Follow and actively involved in the activities of Quality Service Management, and follow up on these activities.
• Follow and activelyinvolving in the certification activities / assessment conducted.
• Carry out all the above activities appropriate KPIs set by IOH TRI (3) .