Analyst, WFM Planning - Bilingual

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.
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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