Job description for WFM Operation Analyst BPO at PT Unilabel Pakindo Jaya
🚀 WE ARE HIRING: Operations Analyst / Workforce Management (WFM) Analyst 🚀
Are you a data-driven professional with a strong background in BPO metrics, reporting, and process improvement? We are looking for an Operations Analyst / WFM Analyst to join our client—a leading BPO Industry company based in Yogyakarta!
📌 Job Title: Operations Analyst / Workforce Management (WFM) Analyst
📍 Location: Yogyakarta (On-site)
🗓 Date of Joining (DOJ): Urgent / 31 October 2026
🔄 Shift: 24x7 Shift Rotation
Key Responsibilities:
Implement & manage cross-functional KPIs and deliver actionable insights for operational management.
Build, maintain, and validate daily, weekly, monthly, and quarterly dashboards/reports (ensuring a Single Source of Truth).
Perform root cause analysis, impact assessment, and process improvement identification.
Author SOPs, documentation, knowledge bases, and playbooks.
Collaborate closely with cross-functional teams and multi-department SMEs.
Key Requirements:
1–2 years of experience in data analysis and reporting, preferably within the BPO industry with solid knowledge of BPO metrics (SLA, AHT, CSAT, etc.).
Advanced Excel (Power Pivot & Macros).
Basic SQL and hands-on experience with Data Discovery/BI Tools (Microsoft Power BI preferred, Tableau, Qlik, Zendesk, or Salesforce).
Strong analytical, conceptual thinking, problem-solving, and data storytelling skills.
Excellent verbal & written communication skills in English and Bahasa Indonesia.
Willingness & flexibility to work in a 24x7 rotation shift environment.
Bachelor’s degree in Statistics, Computer Science, Mathematics, Economics, or related quantitative fields is preferred.
