Description The Sr. Analyst, Planning & Scheduling involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.KEY ACCOUNTABILITIESAnalyze staffing/volume trends and operational performance dashboards.Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner.To collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the company's commitment towards quality.Prepare financial forecasts based on inputs from various sources and historical trends.Create and maintain financial reports for business stakeholders.To review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency.Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.Identify schedule/plan changes in relevant databases and escalate issues as appropriate.Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders.Maintain various WFM tools and set ups e.g. IEX etc.Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitabilityREQUIRED SKILLSBachelor's Degree in related field from a four-year college 1 Year of experience in similar role (BPO industry)English proficiency B2 or C1Strong communication skills, both written and verbalStrong attention to detailSense of professionalism and ability to develop relationshipsSelf-starter, sense of urgency, and works well under pressureAbility to multi-task, prioritize, and meet timelines on deliverable itemsProficient in Microsoft Office#LATAMCNLocation:CRI San Jose - JacksLanguage Requirements:Time Type:Full time
