Associate, Planning & Scheduling (Workforce Management-Call Center)

The Associate, Planning & Scheduling (Workforce Management) is responsible for 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 position is responsible for the execution of workforce strategy. Essential Functions/Core Responsibilities: • Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards • Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes • Lead reviews of the operation efficiency and customer service performance to ensure client needs and Concentrix financial performance are met • Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team • Lead the development of forecasts, resource plans, and schedules for new programs Candidate Profile: • Experience with forecasting, capacity planning and scheduling software tools • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates • Advanced Microsoft Office skills • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment • Demonstrated ability to take initiative and ownership with focus on continuous improvement • Excellent attention to detail • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team • Solid understanding of the organization's business operations and industry. Demonstrated business acumen • Demonstrated ability to comprehend, analyze, and interpret Requirements: Previous experience in Workforce Management roles in a BPO Environment (6 months minimum) Advanced English level Advanced user of MS Office tools (Excel)

Location: México, MX

Posted Date: 4/26/2025