About this role
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. -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.
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Scheduling:
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Generate and adjust staff work schedules (shift planning), ensuring adequate coverage by campaign, channel, and schedule.
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Coordinate with Operations on vacation, leave, and absence planning, considering the impact on service.
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Evaluate deviations between planned and executed schedules, proposing corrective actions and improvements.
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Other related functions:
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Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.
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Monitor key indicators such as SLA, AHT, occupancy, shrinkage, and shift compliance daily and weekly.
Candidate Profile:
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Solid experience with forecasting, capacity planning, and scheduling tools.
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Ability to effectively analyze, interpret, and present data.
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Excellent verbal and written communication skills (English B2).
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Solid understanding of business operational processes.
Technical Knowledge:
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Proficiency in WFM tools such as NICE, Genesys, Verint, etc. (preferred).
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Advanced Excel skills (pivot tables, formulas, basic macros).
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Preferred: Knowledge of SQL and/or Power BI for data analysis.
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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