Senior Planning Analyst

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

📋 Description

• Develop customer service and traffic management strategies for operations, overseeing call volumes and assessing resource needs.

• Evaluate productivity, performance, compliance, and operational activities, suggesting enhancements to meet objectives and improve customer satisfaction.

• Perform traffic management and resource distribution analyses, reviewing scenarios, opportunities, and their effects.

• Set operational goals aimed at profitability by generating forecasts, confirming call volumes, and reallocating workloads.

• Identify service requirements and distribute resources among contact centers to maintain operational equilibrium.

• Recognize contingencies associated with the unavailability of technological, human, or structural resources.

• Create and oversee operational performance controls and assessments, reviewing historical volumes, contractual KPIs, agent roles, staffing needs, and operational metrics.

• Examine effects on productivity and metrics such as Average Handle Time (AHT), Average Speed of Answer (ASA), adherence, and service levels.

• Assist in ongoing improvement initiatives aimed at boosting operational efficiency and business outcomes.

⛳️ Requirements

• Completed Bachelor's degree.

• Understanding of workforce planning, forecasting, and traffic management.

• Proficient in advanced Excel.

• Strong analytical abilities and logical reasoning skills.

• Excellent planning and organizational capabilities.

• Exceptional verbal and written communication skills.

• Results-driven approach.

• Business insight and customer orientation.

• Prior experience in Contact Center operations (preferred).

• Familiarity with Workforce Management (WFM) tools (preferred).

• Background in analyzing operational and contractual KPIs (preferred).

• Knowledge of Power BI or data analytics tools (preferred).

🏝️ Benefits

• Benefits: To be determined.

• Work schedule: 200 hours per month | 5 days on, 2 days off.

• Remote work (home office).