Senior Planning Analyst

• Plan customer service and traffic management processes for operations, monitoring call volumes and staffing requirements for service delivery;
• Monitor productivity, performance, adherence, and other operational activities, recommending improvements to achieve targets and customer satisfaction;
• Conduct studies on traffic management and resource allocation, evaluating scenarios, opportunities, and their impact on operational performance;
• Establish operational targets focused on business profitability by preparing forecasts, validating call volumes, and redistributing workloads;
• Determine service requirements and allocate available resources among contact centers, ensuring operational balance;
• Identify contingency situations related to the unavailability of technological, human, or structural resources, as well as events that may affect operations;
• Develop and monitor operational performance controls and assessments, analyzing historical volumes, contractual KPIs, occupancy of agent positions, workforce requirements, and other operational metrics;
• Analyze impacts on service productivity and operational KPIs, such as Average Handle Time (AHT), Average Speed of Answer (ASA), adherence, and service level;
• Support the implementation of continuous improvements that contribute to operational efficiency and business results.

• Bachelor’s degree completed;
• Knowledge of workforce sizing, forecasting, and traffic management;
• Advanced Excel skills;
• Analytical and logical reasoning skills;
• Strong planning and organizational skills;
• Good verbal and written communication skills;
• Results-oriented mindset;
• Business acumen and customer focus;
• Preferred: Experience in Contact Center operations;
• Preferred: Knowledge of Workforce Management (WFM) tools;
• Preferred: Experience analyzing operational and contractual KPIs;
• Preferred: Knowledge of Power BI or data analytics tools.

• Benefits: To be defined