WFM Operation Analyst BPO

🚀 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.

Skills: SQL, Data Analysis, Data Visualization, Microsoft Excel, Bpo, Power BI, Tableau