Analyst, WFM Planning - Bilingual

Job description

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. -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