Performance & Insights Manager – Planning

Role Overview

• People Development: Lead and develop the Performance Analysts and Planning teams, fostering a culture of high performance, autonomy, solution orientation and customer centricity
• Performance Management and Dashboards: Lead the design, evolution and maintenance of CX KPIs, ensuring visualization tools (dashboards) accurately reflect operational health and business results
• Data & Insights Culture: Act as the primary intelligence hub, analyzing customer behavior trends and patterns to identify friction points and improvement opportunities across the journey, always evaluating effort versus impact
• Storytelling and Executive Reporting: Consolidate and present results in executive forums, translating complex data into strategic narratives and clear action plans for different organizational levels
• Capacity Planning (WFM): Ensure accuracy in volume modeling (forecasting) and team sizing (capacity planning), proposing structures that balance service levels and financial efficiency
• Service Innovation: Propose and model new service formats and structures that maximize efficiency and customer satisfaction
• Financial Management: Control the area's budget (Budget vs. Actual), monitor cost lines and identify saving opportunities without compromising the customer experience
• Stakeholder Management: Collaborate actively with Operations, Operational Excellence and other business teams to design strategies aimed at continuous CX improvement
• Lead by Example: Support the resolution of complex problems, providing technical support to the team on analysis, development or modeling bottlenecks whenever necessary

Requirements

• Leadership Experience: Experience managing analytical and/or planning teams within CX structures
• Advanced Analytical Skills: Experience with BI tools and data manipulation (SQL is a significant advantage)
• CX Metrics Management: Proficiency with CX indicators (e.g., Productivity, CSAT, NPS, FCR, SLA, Average Resolution Time)
• Expertise in Planning (WFM): Deep knowledge of demand forecasting methodologies, Erlang C, and scheduling/staffing management
• Education: Bachelor's degree in Engineering, Business Administration, Economics, Statistics, or related fields

Tech Stack

• Erlang
• SQL

Benefits

• Flash Card (the beloved pink card!) with flexible benefits: meal, grocery, transportation, health, education, culture and wellness
• Health insurance
• Life insurance
• Extended maternity and paternity leave + childcare assistance
• Day off on your birthday 🎂
• Hybrid and flexible work model + home office allowance + in-office experiences
• Exclusive discounts with partners through the Flash app
• TotalPass