Analyst, WFM Planning - Bilingual

Enigma Corporation · Managua

New

🇬🇧 English

NICE Genesys Verint Excel SQL Power BI

Job description

About the role

The Analyst, WFM Planning will lead the development of forecasts, resource plans, and schedules for new programs or lines of business. The role works closely with Operations and clients to create models that support staffing and volume changes.

Key responsibilities

Generate and adjust staff work schedules, ensuring adequate coverage across campaigns, channels, and shifts.
Coordinate vacation, leave, and absence planning with Operations and evaluate schedule deviations, proposing corrective actions.
Review forecasts, schedules, and plans for accuracy and compliance with standards, monitoring SLA, AHT, occupancy, shrinkage and shift adherence.

Required profile

Solid experience with forecasting, capacity planning and scheduling tools.
Strong analytical abilities to interpret and present data.
Excellent verbal and written communication in English (minimum B2 level).

Required skills

Proficiency with WFM tools such as NICE, Genesys or Verint.
Advanced Excel skills (pivot tables, formulas, basic macros).
Knowledge of SQL and/or Power BI for data analysis.

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Published 14 hours ago

Expires 1 month from now

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Enigma Corporation

Managua

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