Job Title:
Analyst, Planning & Scheduling (Planners)
Job Description
The 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 ACCOUNTABILITIES
•Analyze 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 profitability
REQUIRED SKILLS
- Bachelor's Degree in related field from a four-year college or university
- •1 year of experience in similar role (BPO industry)
- Strong communication skills, both written and verbal
- Strong attention to detail
- Sense of professionalism and ability to develop relationships
- Self-starter, sense of urgency, and works well under pressure
- Ability to multi-task, prioritize, and meet timelines on deliverable items
- Proficient in Microsoft Office
Location:
JAM New Kingston - NCB Tower
Language Requirements:
Time Type:
Full time
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