Operations Planning Associate
hace 20 horas
Job Summary:
We are seeking a highly skilled Associate, Planning to join our team at Webhelp. As a key member of our workforce management team, you will be responsible for effective operational planning and execution, including forecasting, capacity planning, scheduling, and real-time monitoring.
Key Responsibilities:
- Prepare and manage daily, weekly, and monthly MIS reports to inform business decisions.
- Resolve escalated issues and requests from site management in a timely and efficient manner.
- Conduct root cause analysis of SLA deviations, develop action plans, and implement resolutions.
- Monitor real-time queue performance, schedule adherence, and attendance to ensure optimal labor utilization.
- Cross-train with Scheduling Analysts to ensure seamless workflow and knowledge sharing.
- Optimize breaks and schedule ADHOC intra-day training requests to meet business needs.
- Attend centralized and site management meetings to stay informed and provide updates.
- Recommend strategies to Operations for improved labor utilization and key performance indicators.
- Review and process VTO/PTO/OT/Non-Prod time requests in real-time to ensure compliance and efficiency.
- Monitor designated call centers through various internal and external platforms to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
Requirements:
- Excellent communication and interpersonal skills.
- Proficiency in MS Excel and PowerPoint.
- Ability to work in a fast-paced environment with multiple priorities.
- Strong analytical and problem-solving skills.
- Experience with WFM software (NICE IEX, Avaya CMS, etc.).
- Ability to simplify complex operations into repeatable processes.
- Comfortable making decisions in time-sensitive and ambiguous situations.
Language Requirements:
English (fluency required).
Location:
JAM Montego Bay - Free Trade Zone.
Time Type:
Full-time.
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