Lodewijk Hans M Lumban Tobing Email & Phone Number

Surabaya, Id

Surabaya, East Java, Indonesia

• Maintain and continually update a robust employees database system to ensure accurate and up-to-date personnel information.• Assume the responsibility of day-to-day operations, reporting directly to the Workforce Manager, ensuring seamless coordination.• Utilize real-time performance tracking and thorough review of variables such as shrinkage to formulate precise capacity plans.• Devise and implement strategic initiatives that enhance operational efficiency across all lines of business.• Craft comprehensive work schedules meticulously designed for teams, queues, and lines of business, encompassing breaks, training sessions, team meetings, and other essential non-moderation activities.• Cultivate a comprehensive roster of personnel, curating detailed employee profiles featuring availability, preferences, and skill sets.• Collaborate closely with the training and talent acquisition teams to forecast and effectively manage staffing requirements.• Maintain a vigilant watch over work schedule adherence, meticulously tracking instances of over/under compliance, and strategically devising action plans to bridge staffing gaps while optimizing resource utilization.• Function as a Subject Matter Expert (SME) in Workforce Management (WFM), offering program oversight, and executing targeted actions to meet Key Performance Indicator (KPI) objectives while maximizing overall operational efficiency.

Surabaya, East Java, Indonesia

• Oversaw real-time operations, ensuring optimal workforce utilization and service level attainment.• Collaborated closely with other departments, including Operations, Human Resources, and IT, to align workforce strategies with business goals.• Communicated effectively with team members and management, providing updates and insights on workforce management activities.• Identified and implemented best practices for workforce management processes.• Led and mentored the workforce management team, providing guidance and support to ensure high performance.

Surabaya, East Java, Indonesia

• Orchestrated scheduling for nearly 800 employees, considering performance and upcoming events. Ensure that staffing resources are utilized optimally to meet business needs.• Continuously monitor work volume and schedule adherence in real-time, making timely adjustments to staffing resources to address any deviations from planned schedules.• Coordinate and manage off-line event scheduling for moderation agents on short notice, while maintaining acceptable performance levels for the center.• Analyze trends including call volume, Average Handling Time (AHT), latency, utilization, shrinkages, and attendance. Use insights to proactively plan for potential overstaffing or understaffing situations, making adjustments to plans as needed.• Participate in Help Desk calls to communicate how issues are impacting the center's performance, contributing to effective issue resolution.• Collaborate in developing reports and processes that enhance the center's ability to predict and plan for performance. Contribute to accurate and efficient performance forecasting.• Effectively communicate center performance through regular reports and updates on recent, current, and future business productivity to stakeholders.• Schedule and lead regular meetings with Workforce Leaders and management to communicate important information, set expectations, and align on business needs.• Provide timely status updates on various projects and initiatives that impact workforce management and operational efficiency.• Generate necessary reports, responding to ad hoc reporting requests, and contributing to data-driven decision-making.

Bandung, West Java, Indonesia

• Pioneered the identification and tracking of data patterns, driving continuous improvement.• Employed statistical techniques to analyze data results, generating actionable insights.• Constructed insightful dashboards and reports, providing key business stakeholders with data-driven decision support.• Managed the lifecycle of master data, including creation, updates, and deletion.• Transformed data into tangible strategies for enhancing business operations and performance

Bandung, West Java, Indonesia

• Controlled the footing construction work of PT. PLN to finish on time using good management skills.• Monitored the fraud possibility in the field with detailed data collection.• Reviewed and made reports of progress to the superior.