Business Analyst, Planning and Scheduling

hace 1 mes

Xico, México Webhelp A tiempo completo

Job Title: Analyst, Planning & Scheduling

Job Description:

The Analyst, Planning & Scheduling role involves effective operational planning and execution, including forecasting, capacity planning, scheduling, and real-time monitoring. This position requires creating and managing staff schedules to accomplish daily and hourly tasks. The Workforce Management function helps in decision-making regarding revenue roadmaps, focusing 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.
  • Collaborate with various business units, quality, and training to schedule necessary training and associate coaching to ensure the company's commitment to quality.
  • Prepare financial forecasts based on inputs from various sources and historical trends.
  • Create and maintain financial reports for business stakeholders.
  • Review current processes of scheduling and staffing and uncover potential opportunities for 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.
  • Collaborate with other WFM departments, like real-time and scheduling, to constantly review and improve the health of business and increase profitability.

Requirements:

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