Description Associate, Planning & Scheduling 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 improvements for accounts/organizationEssential Functions/Core ResponsibilitiesThe WFM Analyst will act as a liaison between the Centralized and Site WFM teams.Preparation of daily / Weekly / Monthly MIS reports.Resolve escalated issues and requests from site management.Root cause analysis of SLA deviations, action plan development and resolution.Monitor real-time queue, schedule adherence & attendance.Key daily exception requests and update schedules.Cross-train with Scheduling AnalystOptimize breaks the day of or day before the actual schedule.Schedule ADHOC intra-day training requests and update schedules.Attend centralized and/or site management meeting, as required.Cater to real time ad-hoc requests as and when required.Recommend strategies to Operations for improved labor utilization and key performance indicators.Review and process VTO/PTO/OT/Non-Prod time requests in real-time.Intraday real time monitoring of service levels for all queues at all sites 24/7/365.Document all incidents using the service management suite and notify impacted stakeholders.Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.Candidate Profile/Skills Bachelor's degree in related field from a college or university with two to four years of relevant WFM/Scheduling experience.Strong communication skills, both written and verbal.Highly Proficient in Microsoft Office tools.
Strong attention to details needed.Understanding of the financial impact of all decisions made within WFM.Solution driven and result oriented mindset.Highly Proficient in Microsoft Office tools.Demonstrated ability to multi-task, prioritize, and meet timelines on 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/Avaya is must.Requires knowledge and experience in own discipline, still acquiring higher-level knowledge and skills.Analyzes possible solutions using standard procedures and principles.Builds knowledge of the organization, processes and customers.Solves a range of straightforward problems.
Receives a moderate level of guidance and direction.
Internal candidates must complain with: Open to CNX Associates.
No valid final warning or one written warning or disciplinary actions (DA) in the past 6 months.Tenure of minimum 6 months in the company and in your current role.Good performance, meeting main KPI's (no active PIP's) in the past 3 months.3 Estar Points or less (or perfect attendance in the past 3 months)English Level required is B2 or above.Having the WFM Academy completed, or self pace WFM Academy completed is required.Full-time availability is requestedLocation:COL Bogota - Oficinas y terrazas deLanguage Requirements:English (Required), Spanish (Required)Time Type:Full time
