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Associate, Planning & Scheduling

5.00 to 7.00 Years   Mexico (Mexico)   29 Apr, 2025
concentrix bpo pvt ltd
Job LocationMexico (Mexico)
EducationAny Graduate
SalaryAs per Industry Standards
IndustryTelecom, IT-Hardware/Networking
Functional AreaProduction/Manufacturing/Maintenance/Packaging
EmploymentTypeFull-time

Job Description

Job Title:Associate, Planning & SchedulingThe Analyst, Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a Multi-site/skill environment. This position is responsible for the execution of workforce strategy.Essential Functions/Core 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 needs and Convergys financial performance 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
Candidate Profile
  • Experience with forecasting, capacity planning and scheduling software tools
  • Excellent communication skills, both written and verbal. 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 a team of employees
  • 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 organizations business operations and industry. Demonstrated business acumen
  • Demonstrated ability to comprehend, analyze, and interpret
Career Framework RoleManages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.Location:MEX Ciudad de Mexico Insurgentes SurLanguage Requirements:EnglishTime Type:Full timeIf 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.

Keyskills :
forecasting techniques capacity planning scheduling software microsoft office proficiency team leadership production operations

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