Job Title:Sr Analyst - WFM Planning and Scheduling**Job Description**:The Sr. 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 profitabilityREQUIRED SKILLS- Bachelor's Degree in related field from a four-year college- 1 Year of experience in similar role (BPO industry)- English proficiency B2 or C1- 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 OfficeLATAMCN**Location**:CRI San Jose - JacksLanguage Requirements:Time Type:Full time**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the **Job Applicant Privacy Notice for California Residents
