Sr. Analyst, Planning & Scheduling

Job Description

Job Title: Sr. Analyst, Planning & Scheduling Job Description 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 :

• Externally –
  • Good comm skills
  • Cap planning experience is mandatory (minimum 6 months)
• Internally –
  • Must have completed 12 months in current role as Scheduler/Analyst/9A
  • No action plan/disciplinary action or PIP in the last 6 months
  • CL10 employees and CL 9A employees without scheduling experience are not eligible to apply for this role

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. Is met 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 profitability. Desired Skills : Relevant WFM/Scheduling experience Strong communication skills, both written and verbal. Highly Proficient in Microsoft Office tools. Strong attention to detail. Understanding of the financial impact of all decisions made within WFM. Solution driven and result oriented mindset. Highly Proficient in Microsoft Office tools. Ready to work in dynamic 24*7 environment handling international programs/clients. Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables. Self-starter, sense of urgency, and works well under pressure. Highly professional and able to develop strong business partnerships. Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is must. Location: EGY Work-at-Home Language 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