Senior Planning Analyst

• Plan customer service and traffic management processes for operations, monitoring call volumes and sizing resources for services
• Monitor productivity, performance, adherence, and other operational activities, recommending improvements to achieve targets and enhance customer satisfaction
• Conduct studies on traffic management and resource allocation, evaluating scenarios, opportunities, and impacts on operational performance
• Establish operational targets focused on business profitability by preparing forecasts, validating calls, and redistributing volumes
• Size services 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 impact operations
• Develop and monitor operational performance controls and assessments, analyzing historical volumes, contractual KPIs, occupancy of agent positions, workforce sizing, and other operational metrics
• Analyze impacts on service productivity and operational KPIs, such as AHT, 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 skills and logical reasoning
• Planning and organizational skills
• Strong verbal and written communication skills
• Results-oriented mindset
• Business acumen and customer focus
• 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 analysis tools (preferred)

• Benefits: To be defined