Analyst, WFM Planning - Bilingual
Concentrix · Nicaragua · full time · On site · 2 days ago
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Job Title:
Analyst, WFM Planning - Bilingual
Job Description
The Planning Analyst is responsible for managing staff planning and scheduling in a contact center environment, ensuring efficient coverage and meeting service levels. Their responsibilities include developing demand forecasts, capacity plans, shift scheduling, real-time operational adjustments, and performance analysis, all within a multi-skilled environment.
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Essential Functions/Core Responsibilities:
Planning:
• Lead the development of forecasts, resource plans, and schedules for new programs/LOBs.
• Partner with Operations and Clients to develop new models to support staffing and volume changes.
• Support the preparation of management reports and planning performance reports.
Scheduling:
• Generate and adjust staff work schedules (shift planning), ensuring adequate coverage by campaign, channel, and schedule.
• Coordinate with Operations on vacation, leave, and absence planning, considering the impact on service.
• Evaluate deviations between planned and executed schedules, proposing corrective actions and improvements.
Other related functions:
• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.
• Monitor key indicators such as SLA, AHT, occupancy, shrinkage, and shift compliance daily and weekly.
Candidate Profile:
• Solid experience with forecasting, capacity planning, and scheduling tools.
• Ability to effectively analyze, interpret, and present data.
• Excellent verbal and written communication skills (English B2).
• Solid understanding of business operational processes.
Technical Knowledge:
- Proficiency in WFM tools such as NICE, Genesys, Verint, etc. (preferred).
- Advanced Excel skills (pivot tables, formulas, basic macros).
- Preferred: Knowledge of SQL and/or Power BI for data analysis.
- Knowledge of contact center operational metrics: SLA, AHT, Adherence, Occupancy, Shrinkage, Forecast Accuracy.
Location:
NIC Managua - Rotonda Universitaria 200 mts al Oeste - Centro Comercial Plaza Natura 2do piso.
Language Requirements:
English (Required)
Time Type:
Full time
- Employer
- Concentrix
- Location
- Nicaragua · On site
- Contract
- full time