Associate, WFM Scheduler

hace 1 mes

Mexico City Concentrix A tiempo completo
Description The Sr. 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 Montego Bay - Free Trade Zone

Language Requirements:

Time Type:

Full time

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