Senior Planning Analyst

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

📋 Description

• Design customer service and traffic management processes for operations, overseeing call volumes and resource allocation for services.

• Track productivity, performance, adherence, and various operational activities, suggesting enhancements to meet targets and improve customer satisfaction.

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

• Set operational goals aimed at business profitability by creating forecasts, validating calls, and redistributing volumes.

• Determine service sizing and distribute available resources among contact centers to maintain operational equilibrium.

• Recognize contingency scenarios linked to the lack of technological, human, or structural resources, along with events that could influence operations.

• Create and oversee operational performance controls and evaluations, examining historical volumes, contractual KPIs, agent occupancy rates, workforce sizing, and other operational metrics.

• Evaluate effects on service productivity and operational KPIs, including AHT, ASA, adherence, and service level.

• Assist in the execution of continuous improvements that enhance operational efficiency and business outcomes.

⛳️ Requirements

• Completed Bachelor's degree.

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

• Proficient in advanced Excel functionalities.

• Strong analytical abilities and logical reasoning skills.

• Effective planning and organizational capabilities.

• Excellent verbal and written communication skills.

• Results-driven mindset.

• Solid business acumen and customer-centric focus.

• Experience in Contact Center operations is preferred.

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

• Previous experience in analyzing operational and contractual KPIs is preferred.

• Knowledge of Power BI or other data analysis tools is preferred.

🏝️ Benefits

• Benefits: To be defined