Associate, Planning

hace 3 semanas

Mexico City Concentrix A tiempo completo
Description Associate, 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 improvements for accounts/organization.

Key Responsibility :

  • The WFM Analyst will act as a liaison between the Centralized and Site WFM teams.
  • Preparation of daily / Weekly / Monthly MIS reports
  • Resolve escalated issues and requests from site management
  • Root cause analysis of SLA deviations, action plan development and resolution
  • Monitor real-time queue, schedule adherence & attendance.
  • Key daily exception requests and update schedules
  • Cross-train with Scheduling Analyst
  • Optimize breaks the day of or day before the actual schedule
  • Schedule ADHOC intra-day training requests and update schedules
  • Attend centralized and/or site management meeting, as required
  • Cater to real time ad-hoc requests as and when required
  • 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
  • Intraday real time monitoring of service levels for all queues at all sites 24/7/365
  • Document all incidents using the service management suite and notify impacted stakeholders
  • Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.

 

Desired Skills :

  • Required good communication skill.
  • Required good knowledge of MS Excel & Power point.
  • Proficiency with computers
  • Willing to work 24*7
  • Ability to handle pressure situations
  • Drive for self-learning and knowledge enhancement
  • Contact Centre Workforce Management experience
  • Extensive experience with WFM software (NICE IEX, Avaya CMS Etc.)
  • Ability to simplify complex operations into repeatable processes
  • Comfortable in fast-paced environment
  • Ability to make decision in time sensitive ambiguous situations

Location:

JAM Montego Bay - Free Trade Zone

Language Requirements:

Time Type:

Full time

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