WFM Sr. Analyst, Planning & Scheduling

Concentrix; Georgina; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading customer service company in Ontario is looking for a WFM Sr. Analyst to develop and maintain client staff plans and forecasts. The role requires strong analytical capabilities and critical thinking, alongside at least a year of scheduling experience, preferably in a call center environment. Candidates must exhibit excellent communication skills and maintain confidentiality. Full-time position offering an engaging work environment.

Qualifications

• Must have been in a scheduling role for at least 12 months.
• English B2 proficiency required.
• Background in call center experience is essential.

Responsibilities

• Analyze information to develop short and long-term forecasts for multiple clients.
• Maintain capacity plans for multiple programs with high accuracy.
• Lead staffing calls to discuss staff plans with various departments.

Skills

Analytical skills

Critical thinking

Communication skills

Attention to detail

Tools

IEX scheduling

MS Excel

Teleopti

Genesys

Job description

Job Title: WFM Sr. Analyst, Planning & Scheduling

Job Description: The Resource Planner is responsible for developing/maintaining client Staff plans and Forecasts by analyzing trends, modelling AHT, Attrition, Shrink, forecasting assumptions and interpreting future client needs.

They are analytical in nature and have an ability to apply critical thinking. A Resource Planner will build solid relationships with both our internal cross-functional teams and our client partners.

Job Responsibilities

• 1 YEAR as Scheduler is a must in CNX
• Analyse information to develop Short and Long Term Forecasts for multiple clients.
• Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.
• Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.
• Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.
• Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.
• Implementation & transition of new projects. Should possess skills in developing & coaching team members.
• Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
• Implements productivity and revenue increase by driving efficiency and other related initiatives.

Essential Criteria

• Must have been in scheduling role for at least 12 Months.
• English B2
• Knowledge with IEX scheduling
• Background of Call center experience
• Excellent written and oral communication skills required to interact with all levels of management & client representatives.
• Maintain confidentiality.

Desirable Criteria

• WFM background (Scheduling and RTA) and knowledge with MS Excel
• Experience with other WFM tools such as Teleopti, Genesys, etc.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
• Ability to plan well and set priorities based on need
• Good decision-making skills
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Language Requirements: English

Time Type: Full time

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