Sr. Analyst, Planning & Scheduling

Concentrix; Makati; Sur place; PHP 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Concentrix in Makati, Philippines seeks a Sr. Analyst, Planning & Scheduling to lead forecasting, capacity planning and staffing for multiple accounts. You will optimize daily/hourly schedules and drive efficiency through real-time monitoring.

You will collaborate with Business Development, Operations, and clients to adapt models for staffing and volume changes, mentor team members, and push process improvements with strong attention to detail.

Qualifications

• Associate's degree in related field; 7+ years relevant experience, incl. 2+ years progressive management experience preferred.
• Experience with forecasting, capacity planning and scheduling software tools.
• Excellent oral and written communication; ability to present information to internal and external associates.
• Advanced Microsoft Office skills.
• Demonstrated ability to organize and prioritize projects in a fast-paced environment.
• Mentor, coach and provide direction to team members.
• Initiative and ownership with focus on continuous improvement.
• Attention to detail.
• Foster customer service disposition and professionalism.
• Solid understanding of the organization's business operations and industry; demonstrated business acumen.
• Ability to comprehend, analyze, and interpret.

Responsabilités

• Review forecasts, schedules, and plans to ensure accuracy and adherence to standards.
• Partner with Business Development, Operations, and Clients to develop models supporting staffing and volume changes.
• Lead reviews of Call Center efficiency and customer service performance to meet client and financial targets.
• Work with IT to ensure forecasting, planning, and scheduling tools are configured and maintained.
• Lead development of forecasts, resource plans, and schedules for new programs.

Connaissances

Forecasting

Capacity planning

Scheduling software

Communication

MS Office

Mentoring

Initiative

Attention to detail

Professionalism

Business acumen

Analytical ability

Formation

Associate's degree with 7+ years experience

Description du poste

Profile: Sr. Analyst, Planning & Scheduling

About the process:

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 improvement for accounts/organization.

Key Responsibilities:

• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes.
• Lead reviews of Call Center efficiency and customer service performance to ensure client and financial performance targets are met.
• Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team.
• Lead the development of forecasts, resource plans, and schedules for new programs.

Desired Skills:

• Associate's degree in related field from a college or university with more than seven years of relevant experience (with at least two years of Progressive Mgmt. Experience) preferred.
• Experience with forecasting, capacity planning and scheduling software tools.
• Excellent oral and written communication skills. Ability to effectively present information to internal and external associates.
• Advanced Microsoft Office skills.
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to mentor, coach and provide direction to team members.
• Demonstrated ability to take initiative and ownership with focus on continuous improvement.
• Excellent attention to detail.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen.
• Demonstrated ability to comprehend, analyze, and interpret.