Analyst, Planning

hace 7 días


Ciudad de México, Ciudad de México Concentrix A tiempo completo
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


• Analyze staffing/volume trends and operational performance dashboards.
• Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner.
• To collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the company's commitment towards quality.
• Prepare financial forecasts based on inputs from various sources and historical trends.
• Create and maintain financial reports for business stakeholders.
• To review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
• Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
• Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders.
• Maintain various WFM tools and set ups e.g. IEX etc.
• Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability

REQUIRED SKILLS

  • Bachelor's Degree in related field from a four-year college or university

  • • 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 Tower

Language Requirements:

Time Type:

Full time
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