Sr. Representative, Planning - Santiago de Querétaro - Concentrix - CA

    Concentrix - CA
    Concentrix - CA Santiago de Querétaro

    hace 2 semanas

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    Descripción

    Job Title: Sr. Representative, Planning & Scheduling

    Job Description:

    The Analyst, Workforce Management oversees the development of 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 role executes workforce strategy.

    Key Responsibilities:

    1. Reviews completed forecasts, schedules, and plans to ensure completion, accuracy, and adherence to standards.
    2. Collaborates with Business Development, Operations, and Clients to create new models supporting staffing and volume changes.
    3. Leads reviews of Call Center efficiency and customer service performance to meet client needs and Convergys financial goals.
    4. Partners with support functions (IT) to configure and maintain forecasting, planning, and scheduling tools/software.
    5. Leverages expertise to develop forecasts, resource plans, and schedules for new programs.

    Essential Qualifications:

    1. Experience with forecasting, capacity planning, and scheduling software tools.
    2. Excellent communication skills, both written and verbal.
    3. Advanced Microsoft Office skills.
    4. Demonstrated ability to organize and prioritize projects in a fast-paced business environment.
    5. Demonstrated leadership and mentoring capabilities.
    6. Excellent attention to detail.
    7. Foster a customer-centric approach and professional work ethic.
    8. Sound understanding of the organization's business operations and industry.

    Career Framework Role:

    This position manages a team within a discipline or function, overseeing their performance and results. The incumbent determines how to use resources to meet schedules and goals, adapting departmental plans as needed. Decisions are guided by policies and procedures. Technical guidance is provided to employees and colleagues. The role has accountability for results in terms of costs, strategies, and employee performance.

    Location: Mexico City Downtown Insurgentes

    Language Requirements: English

    Time Type: Full time

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