Develop studies and operational performance analyses to identify performance issues and opportunities and support decision-making;
Identify operational deviations and propose corrective actions;
Perform workforce sizing and monitor the operation's service level results;
Plan and carry out improvement actions to ensure delivery of the KPI;
Prepare reports, charts and tables for presentations, reporting directly to supervisors;
Support the processes for implementing strategies;

Ability to work in a remote (home office) model;
Have a suitable home workspace (desk, chair and a noise-free environment);
Reside in São Paulo / Greater São Paulo;
Availability to work occasionally at our Osasco, SP office;
Have a wired internet connection with at least 10 Mbps (do not use Wi‑Fi);
University education (currently studying or graduated);
Intermediate Excel (proficient in using formulas, creating charts, pivot tables);
Experience creating dashboards in Excel;
Experience as a planning analyst in call center companies in both outbound and inbound operations;
Experience analyzing call center KPIs/metrics (TMA/AHT, TMO, TME, Service Level, Absenteeism, Turnover);
Knowledge of market predictive dialer systems and in defining mailing/dialing strategies;
Knowledge of WFM (Workforce Management) tools.

Junior Planning Analyst – Call Center

About this role