Associate, Planning & Scheduling

Job Title:

Associate, Planning & Scheduling

Job Description

Associate, Planning & Scheduling

The Work Force Management (WFM) 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 improvements for accounts/organization

Essential Functions/Core Responsibilities

• The WFM Analyst will act as a liaison between the Centralized and Site WFM teams.

• Preparation of daily / Weekly / Monthly MIS reports.

• Resolve escalated issues and requests from site management.

• Root cause analysis of SLA deviations, action plan development and resolution.

• Monitor real-time queue, schedule adherence & attendance.

• Key daily exception requests and update schedules.

• Cross-train with Scheduling Analyst

• Optimize breaks the day of or day before the actual schedule.

• Schedule ADHOC intra-day training requests and update schedules.

• Attend centralized and/or site management meeting, as required.

• Cater to real time ad-hoc requests as and when required.

• Recommend strategies to Operations for improved labor utilization and key performance indicators.

• Review and process VTO/PTO/OT/Non-Prod time requests in real-time.

• Intraday real time monitoring of service levels for all queues at all sites 24/7/365.

• Document all incidents using the service management suite and notify impacted stakeholders.

• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.

Candidate Profile/Skills

•  Bachelor's degree in related field from a college or university with two to four years of relevant WFM/Scheduling experience.

• Strong communication skills, both written and verbal.

• Highly Proficient in Microsoft Office tools.

•  Strong attention to details needed.

• Understanding of the financial impact of all decisions made within WFM.

• Solution driven and result oriented mindset.

• Highly Proficient in Microsoft Office tools.

• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.

• Self-starter, sense of urgency, and works well under pressure.

• Highly professional and able to develop strong business partnerships.

• Hands on experience on any one or more WFM tools like IEX/Avaya is must.

• Requires knowledge and experience in own discipline, still acquiring higher-level knowledge and skills.

• Analyzes possible solutions using standard procedures and principles.

• Builds knowledge of the organization, processes and customers.

• Solves a range of straightforward problems. Receives a moderate level of guidance and direction. 

Internal candidates must complain with:

• Open to CNX Associates.

• No valid final warning or one written warning or disciplinary actions (DA) in the past 6 months.

• Tenure of minimum 6 months in the company and in your current role.

• Good performance, meeting main KPI’s (no active PIP’s) in the past 3 months.

• 3 Estar Points or less (or perfect attendance in the past 3 months)

• English Level required is B2 or above.

• Having the WFM Academy completed, or self pace WFM Academy completed is required.

• Full-time availability is requested

Location:

COL Bogota - Oficinas y terrazas de

Language Requirements:

English (Required), Spanish (Required)

Time Type:

Full time

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