About this role
Role Overview
- Perform capacity planning for Backoffice and Customer Service (SAC);
- Develop intraday and daily volume and Average Handling Time (AHT) curves;
- Monitor and analyze operational assumptions (volume, AHT, turnover, and hiring);
- Manage capacity and the hiring pipeline;
- Monitor and propose adjustments to ensure operational efficiency;
- Participate in meetings with managers and external clients;
- Support the construction of operational scenarios and projections;
- Ensure adherence to operational goals and KPIs.
Requirements
- Bachelor's degree completed;
- Availability to work in a hybrid model;
- Solid experience in WFM / Planning;
- Knowledge of Excel and Backoffice processes;
- Vacancy exclusive to internal employees currently working as Mid-level Planning/WFM Analysts.
Benefits
- Commute allowance (Vale Transporte);
- Meal voucher and/or food allowance;
- Life insurance;
- Funeral assistance;
- Daycare assistance / assistance for children with disabilities;
- Product discounts;
- Dental coverage;
- Medical coverage;
- Discounts for gyms / sports activities (Gympass / Wellhub);
- Educational partnerships with course discounts;
- Career development plan.