Analyst, WFM Planning - Bilingual

Job Title: Analyst, WFM Planning - Bilingual Job Description The Planning Analyst is responsible for managing staff planning and scheduling in a contact center environment, ensuring efficient coverage and meeting service levels. Their responsibilities include developing demand forecasts, capacity plans, shift scheduling, real-time operational adjustments, and performance analysis, all within a multi-skilled environment. - Essential Functions/Core Responsibilities:   Planning:   • Lead the development of forecasts, resource plans, and schedules for new programs/LOBs.  • Partner with Operations and Clients to develop new models to support staffing and volume changes.  • Support the preparation of management reports and planning performance reports.    Scheduling:   • Generate and adjust staff work schedules (shift planning), ensuring adequate coverage by campaign, channel, and schedule.  • Coordinate with Operations on vacation, leave, and absence planning, considering the impact on service.  • Evaluate deviations between planned and executed schedules, proposing corrective actions and improvements.    Other related functions:   • Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.  • Monitor key indicators such as SLA, AHT, occupancy, shrinkage, and shift compliance daily and weekly.    Candidate Profile:   • Solid experience with forecasting, capacity planning, and scheduling tools.  • Ability to effectively analyze, interpret, and present data.  • Excellent verbal and written communication skills (English B2).  • Solid understanding of business operational processes.    Technical Knowledge:   - Proficiency in WFM tools such as NICE, Genesys, Verint, etc. (preferred).  - Advanced Excel skills (pivot tables, formulas, basic macros).  - Preferred: Knowledge of SQL and/or Power BI for data analysis.  - Knowledge of contact center operational metrics: SLA, AHT, Adherence, Occupancy, Shrinkage, Forecast Accuracy. Location: NIC Managua - Rotonda Universitaria 200 mts al Oeste - Centro Comercial Plaza Natura 2do piso. Language Requirements: English (Required) Time Type: Full time