Analyst, Planning & Scheduling

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

• University student

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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