Job Title:
Analyst, Planning & Scheduling
Job Description
In charge of the global Resource Planning Management for Costa Rica and Other Geos, and responsible to build a strategic partnership with the external and internal customers in order to drive the business
FUNCTIONS OF THE POSITION
- Member of the Resource Planning group in Costa Rica
- Develop a strategic partnership with Operations and customers.
- Constant standardization, centralization of processes, and training for operations in all geos
- Main POC for any high-level escalation related to WFM in Resource Planning
- Ensure that the Resource Planning provides a world class level of support by the constant monitoring of the services provided, and consistent and fluent communication with the internal and external clients.
- Direct support in the creation and standardization of Concetrix Resource Planning related processes
- Administration of Resource Planning Software ECP
- Creation and optimization of Concetrix accounts staffing lines with the purpose of improving resources productivity and revenue efficiency.
- Recognize and recommend operational and support improvements based on staffing projections.
- Provides Scheduling and Forecasting related support to any special project requested by all areas.
- Allocation of programed shrinkage (coaching, training, feedback, breaks, team huddles)
- Approves schedule change requests and exceptions.
- Creation and optimization of scheduling processes.
- Creation of planning and scheduling scenarios looking for efficiencies based on internal or external request, and leader delivery of these.
- Review and release schedules +2 weeks in advance with 0 errors.
Technical COMPETENCIES
- English
- Microsoft Office (Excel, Word, PowerPoint etc.)
- Google Apps (Spreadsheet, Sites, etc.)
- Planning and Scheduling Software (ECP, IEX, Verint, Genesys, Blue Pumpkin, etc.)
- BPO Center Software (CMS, CISCO, etc.)
- BPO Knowledge
EDUCATION AND EXPERIENCE
Education Level
Specialty
- Logistics, statistics, business administration
Previous Experience
- Previous experience in Resource Planning Tools (ECP, IEX, Genesys or Blue Pumpkin).
- BPO analytics and reports creation
Location:
Costa Rica- Barreal de Heredia
Language Requirements:
Time Type:
Full time
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