Planning Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Ensure the effectiveness, quality, and predictability of customer service operations through comprehensive strategic planning and real-time management.

• Assess staffing, technology, and infrastructure resources to align with anticipated demand across Front Office, Back Office, and Digital channels.

• Maintain established service levels (SLAs) while optimizing operational costs.

• Collaborate with the service provider to conduct accurate forecasting.

• Oversee the Control Desk for N1, N2, and N3 customer service operations.

• Monitor the partner's provision of productive agent positions (PAs), productivity levels, system access, and license management.

• Track operational metrics for handling time, backlog, productivity, and quality assurance.

• Ensure compliance with third-party operations and manage contracts and payments.

• Develop a partner competition model that includes compensation structures, share distribution, and performance indicators.

• Lead teams consisting of planning analysts, operations controllers, and automation specialists.

• Promote technical development, engagement, collaboration, results-driven approaches, and innovation.

• Utilize forecasting and workforce management methodologies effectively.

• Implement and monitor key performance indicators (KPIs) and quality metrics.

• Leverage real-time monitoring tools and customer service management systems.

• Perform root cause analyses and enact corrective and preventive action plans.

• Generate management reports to facilitate informed decision-making.

• Champion digital transformation initiatives.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Industrial Engineering, Statistics, Information Systems, or a related discipline.

• Prior experience in educational institutions.

• Training in Project Management.

• Strong data analysis capabilities.

• Leadership qualities.

• Proficient communication skills.

• Conflict resolution abilities.

• Sound decision-making aptitude.

• Results-oriented approach.

🏝️ Benefits

• Profit-sharing program.

• Meal or food allowance provided through a flexible benefits card.

• Medical insurance, including dependent coverage and copayments.

• Dental insurance coverage.

• Undergraduate and graduate scholarships for you and your dependents.

• Day off for your birthday.

• Partnership with SESC.

• Collaboration with Univers pharmacy for discounts on medications.

• Access to a corporate university offering free learning paths and courses.

• Wellhub (formerly Gympass) benefits.

• Ninho Program for families expecting a new baby.

• Valoriza – Internal Recruitment Program.