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 standardspartner with business development, operations, and clients to develop new models to support staffing and volume changeslead reviews of the operation efficiency and customer service performance to ensure client needs and concentrix financial performance are metpartner with support functions (it) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the workforce management teamlead the development of forecasts, resource plans, and schedules for new programscandidate profile:• experience with forecasting, capacity planning and scheduling software toolsexcellent communication skills, both written and verbal.
ability to effectively present information to internal and external associatesadvanced microsoft office skillsdemonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentdemonstrated ability to take initiative and ownership with focus on continuous improvementexcellent attention to detaildemonstrated ability to foster customer service disposition and sense of professionalism for self and teamsolid understanding of the organization's business operations and industry.
demonstrated business acumendemonstrated ability to comprehend, analyze, and interpretrequirements:previous experience in workforce management roles in a bpo environment (6 months minimum)advanced english leveladvanced user of ms office tools (excel)