Senior Planning Analyst

• Plan customer service and traffic management processes for operations, monitoring call volumes and determining resource requirements
• Monitor productivity, performance, adherence, and operational activities, recommending improvements to achieve targets and enhance customer satisfaction
• Conduct traffic management and resource allocation studies, evaluating scenarios, opportunities, and impacts
• Establish operational targets focused on profitability by preparing forecasts, validating call volumes, and redistributing workloads
• Determine service requirements and allocate resources across contact centers, ensuring operational balance
• Identify contingencies related to the unavailability of technological, human, or structural resources
• Develop and monitor operational performance controls and assessments, analyzing historical volumes, contractual KPIs, agent positions, staffing requirements, and operational metrics
• Analyze impacts on productivity and indicators such as Average Handle Time (AHT), Average Speed of Answer (ASA), adherence, and service level
• Support continuous improvement initiatives to enhance operational efficiency and business results

• Bachelor’s degree completed
• Knowledge of workforce planning, 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 analytics tools (preferred)

• Benefits: To be determined
• Work schedule: 200 hours per month | 5 days on, 2 days off
• Remote work (home office)