Analyst, WFM Planning - Bilingual

Job Title:

Analyst, WFM Planning - Bilingual

Job Description

The Planning Analyst is responsible for managing staff planning and scheduling in a contact center environment, ensuring efficient coverage and meeting service levels. Their responsibilities include developing demand forecasts, capacity plans, shift scheduling, real-time operational adjustments, and performance analysis, all within a multi-skilled environment.
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Essential Functions/Core Responsibilities:
Planning:
• Lead the development of forecasts, resource plans, and schedules for new programs/LOBs.
• Partner with Operations and Clients to develop new models to support staffing and volume changes.
• Support the preparation of management reports and planning performance reports.

Scheduling:

• Generate and adjust staff work schedules (shift planning), ensuring adequate coverage by campaign, channel, and schedule.

• Coordinate with Operations on vacation, leave, and absence planning, considering the impact on service.

• Evaluate deviations between planned and executed schedules, proposing corrective actions and improvements.

Other related functions:

• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.

• Monitor key indicators such as SLA, AHT, occupancy, shrinkage, and shift compliance daily and weekly.

Candidate Profile:

• Solid experience with forecasting, capacity planning, and scheduling tools.

• Ability to effectively analyze, interpret, and present data.

• Excellent verbal and written communication skills (English B2).

• Solid understanding of business operational processes.

Technical Knowledge:

- Proficiency in WFM tools such as NICE, Genesys, Verint, etc. (preferred).

- Advanced Excel skills (pivot tables, formulas, basic macros).

- Preferred: Knowledge of SQL and/or Power BI for data analysis.

- Knowledge of contact center operational metrics: SLA, AHT, Adherence, Occupancy, Shrinkage, Forecast Accuracy.

Location:

NIC Managua - Rotonda Universitaria 200 mts al Oeste - Centro Comercial Plaza Natura 2do piso.

Language Requirements:

English (Required)

Time Type:

Full time