{"id":2406715,"url":"https://alion.io/job/concentrix-analyst-wfm-planning-bilingual","title":"Analyst, WFM Planning - Bilingual","company":{"id":84,"name":"Concentrix","domain":"concentrix.com","url":"https://alion.io/company/concentrix","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":71,"open_postings":1206,"ghost_share":0.564,"stale_share":0,"repost_share":0.007,"time_to_fill_p50_days":14,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Managua, Nicaragua"],"countries":["NI"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-12T00:00:00Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-15T03:32:49Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":3},"description":"Job Title:\nAnalyst, WFM Planning - BilingualJob Description\nThe 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.-\nEssential Functions/Core Responsibilities: \nPlanning: \nLead the development of forecasts, resource plans, and schedules for new programs/LOBs. \nPartner with Operations and Clients to develop new models to support staffing and volume changes. \nSupport the preparation of management reports and planning performance reports.\n\nScheduling:\nGenerate and adjust staff work schedules (shift planning), ensuring adequate coverage by campaign, channel, and schedule.\nCoordinate with Operations on vacation, leave, and absence planning, considering the impact on service.\nEvaluate deviations between planned and executed schedules, proposing corrective actions and improvements.\n\nOther related functions:\nReview completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.\nMonitor key indicators such as SLA, AHT, occupancy, shrinkage, and shift compliance daily and weekly.\nCandidate Profile:\nSolid experience with forecasting, capacity planning, and scheduling tools.\nAbility to effectively analyze, interpret, and present data.\nExcellent verbal and written communication skills (English B2).\nSolid understanding of business operational processes.\nTechnical Knowledge:\n- Proficiency in WFM tools such as NICE, Genesys, Verint, etc. (preferred).\n- Advanced Excel skills (pivot tables, formulas, basic macros).\n- Preferred: Knowledge of SQL and/or Power BI for data analysis.\n- Knowledge of contact center operational metrics: SLA, AHT, Adherence, Occupancy, Shrinkage, Forecast Accuracy.\nLocation:\nNIC Managua - 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