Analyst, Planning
hace 2 semanas
Job Title:
Analyst, Planning & Scheduling (Planners)Job Description
The Analyst, Planning & Scheduling involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.KEY ACCOUNTABILITIES
â¢Analyze staffing/volume trends and operational performance dashboards.â¢Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner.â¢To collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the companyâs commitment towards quality.â¢Prepare financial forecasts based on inputs from various sources and historical trends.â¢Create and maintain financial reports for business stakeholders.â¢To review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency.â¢Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.â¢Identify schedule/plan changes in relevant databases and escalate issues as appropriate.â¢Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders.â¢Maintain various WFM tools and set ups e.g. IEX etc.â¢Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitabilityREQUIRED SKILLS
- Bachelor's Degree in related field from a four-year college or university
- â¢1 year of experience in similar role (BPO industry)
- Strong communication skills, both written and verbal
- Strong attention to detail
- Sense of professionalism and ability to develop relationships
- Self-starter, sense of urgency, and works well under pressure
- Ability to multi-task, prioritize, and meet timelines on deliverable items
- Proficient in Microsoft Office
Location:
JAM New Kingston - NCB TowerLanguage Requirements:
Time Type:
Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
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