The associate, planning & scheduling (workforce management) is responsible for development of accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy.
essential functions/core responsibilities:
• review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
• partner with business development, operations, and clients to develop new models to support staffing and volume changes
• lead reviews of the operation efficiency and customer service performance to ensure client needs and concentrix financial performance are met
• partner with support functions (it) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the workforce management team
• lead the development of forecasts, resource plans, and schedules for new programs
candidate profile:
• experience with forecasting, capacity planning and scheduling software tools
• excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• advanced microsoft office skills
• demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• demonstrated ability to take initiative and ownership with focus on continuous improvement
• excellent attention to detail
• demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• solid understanding of the organization's business operations and industry. Demonstrated business acumen
• demonstrated ability to comprehend, analyze, and interpret
requirements:
- previous experience in workforce management roles in a bpo environment (6 months minimum)
- advanced english level
- advanced user of ms office tools (excel)