Associate, planning & scheduling (workforce management-call center)
the associate, planning & scheduling (workforce management) is responsible for the 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:
1. review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.
2. partner with business development, operations, and clients to develop new models to support staffing and volume changes.
3. lead reviews of the operation efficiency and customer service performance to ensure client needs and concentrix financial performance are met.
4. 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.
5. 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 a 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 data.
requirements:
* previous experience in workforce management roles in a bpo environment (6 months minimum).
* advanced english level.
* advanced user of ms office tools (excel).
seniority level
associate
employment type
full-time
job function
administrative, information technology, and strategy/planning
industries
business consulting and services
#j-18808-ljbffr