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Jobs or company...

Analyst, Planning & Scheduling (YT)

Salary undisclosed
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Job Title:

Analyst, Planning & Scheduling (YT)

Job Description

Process Information :

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.

Key Responsibilities :

  • Analyze staffing/volume trends and operational performance dashboards.
  • Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner.
  • Collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
  • Prepare financial forecasts based on inputs from various sources and historical trends.
  • Create and maintain financial reports for business stakeholders.
  • Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency.
  • Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
  • Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
  • Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders.
  • Maintain various WFM tools and set ups e.g. IEX etc.
  • Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability.

Desired Skills :

  • Strong communication skills, both written and verbal.
  • Highly Proficient in Microsoft Office tools.
  • Strong attention to detail.
  • Understanding of the financial impact of all decisions made within WFM.
  • Solution driven and result oriented mindset.
  • Highly Proficient in Microsoft Office tools.
  • Willingness to work in a dynamic 24*7 environment handling international programs/clients.
  • Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
  • Self-starter, sense of urgency, and works well under pressure.
  • Highly professional and able to develop strong business partnerships.
  • Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys

Location:

MYS Cyberjaya

Language Requirements:

Time Type:

Full time2025-03-12

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