Bilingual WFM Planning Analyst
Concentrix · Managua
Job description
About the role
The Planning Analyst will manage staff planning and scheduling in a contact‑center environment, ensuring efficient coverage and meeting service‑level targets.
Key responsibilities
- Develop forecasts, resource plans and schedules for new programs or lines of business.
- Generate and adjust shift schedules, coordinate vacation/leave planning, and evaluate schedule deviations.
- Monitor daily and weekly performance indicators such as SLA, AHT, occupancy and shrinkage.
Required profile
- Solid experience with forecasting, capacity planning and scheduling tools.
- Strong analytical ability to interpret and present data.
- Excellent verbal and written communication in English (minimum B2 level).
Required skills
- Proficiency with WFM platforms (e.g., NICE, Genesys, Verint).
- Advanced Excel (pivot tables, formulas, basic macros).
- Knowledge of SQL and/or Power BI for data analysis.
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Published 2 hours ago
Expires 1 month from now
4 views · 0 interested
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Concentrix
Managua