Associate, WFM Planning & Scheduling

About the position The Associate, WFM Planning & Scheduling is responsible for the development of schedules for new and existing business to meet client needs and Concentrix standards for agent availability and call volume. This position will develop reports to identify scheduling issues and will resolve issues using standard procedures and/or unique solutions.

Responsibilities

• Develop production schedules to balance client needs with Concentrix scheduling standards
• Manage agent preferences, time off requests, and shift bids in the development of schedules
• Resolve escalated scheduling issues related to agent absence, time off, etc. with unique solutions
• Develop reports to identify opportunities between client needs and Concentrix scheduling standards
• Develop schedules and determine hiring needs in partnership with Operations and Business Development

Requirements

• College or University degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts preferred.
• Understanding of call management systems and principles of scheduling an asset.
• Prior experience in scheduling and planning preferred.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office, NICE IEX required.
• Ability to multi-task, prioritize, and meet timelines on deliverables, strong attention to detail and sense of professionalism and ability to develop relationships

Benefits

• Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement savings plan, paid time off and holidays and paid learning days.