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)