Senior Planning Analyst

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

📋 Description

• Develop and implement customer service and traffic management strategies for operations, overseeing call volumes and staffing needs for effective service delivery;

• Evaluate productivity, performance, compliance, and other operational activities, suggesting enhancements to meet targets and ensure customer satisfaction;

• Perform analyses on traffic management and resource distribution, assessing scenarios, opportunities, and their effects on operational efficacy;

• Set operational goals that prioritize business profitability by forecasting, confirming call volumes, and reallocating workloads;

• Identify service needs and distribute available resources among contact centers to maintain operational equilibrium;

• Recognize contingency scenarios related to the lack of technological, human, or structural resources, as well as occurrences that may disrupt operations;

• Create and oversee operational performance controls and evaluations, examining historical data, contractual KPIs, agent occupancy, workforce needs, and other operational indicators;

• Assess the effects on service productivity and operational KPIs, including Average Handle Time (AHT), Average Speed of Answer (ASA), compliance, and service levels;

• Assist in the execution of continuous improvement initiatives that enhance operational efficiency and drive business outcomes.

⛳️ Requirements

• Completed Bachelor’s degree;

• Familiarity with workforce sizing, forecasting, and traffic management;

• Proficient in advanced Excel functions;

• Strong analytical and logical reasoning capabilities;

• Excellent planning and organizational skills;

• Effective verbal and written communication abilities;

• Results-driven approach;

• Business acumen and customer orientation;

• Preferred: Experience in Contact Center operations;

• Preferred: Knowledge of Workforce Management (WFM) tools;

• Preferred: Experience in analyzing operational and contractual KPIs;

• Preferred: Familiarity with Power BI or data analytics tools.

🏝️ Benefits

• Benefits: To be defined