Job Title: Analyst, Planning & Scheduling Job Description Analyst, Planning & Scheduling is responsible for developing 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 Call Center efficiency and customer service performance to ensure client needs and Convergys 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 mentor, coach and provide direction to a team of employees • 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 Location: Dominican Republic- Santo Domingo Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**