Senior Bilingual WFM Analyst, English

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🕒 May 19

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Atento

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

B2B • Artificial Intelligence • Enterprise

Atento is a global customer experience (CX) and business process outsourcing (BPO) company that combines decades of contact center expertise with AI-driven tools and consulting to help enterprises transform their customer interactions and operations. The company offers CX consulting, BPO solutions across the customer lifecycle (acquisition, care, retention, collections, back-office), analytic-powered insights, and AI products such as conversational automation and agent knowledge assistants. Atento primarily serves enterprise clients across industries, focusing on operational efficiency, AI-enabled optimization, and tailored digital transformation.

📋 Description

• Perform operations sizing (capacity planning); • Develop intraday and daily volume and AHT (TMO) curves; • Monitor and analyze operational assumptions (volume, AHT/TMO, 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 development of operational scenarios and projections; • Ensure adherence to operational goals and KPIs.

🎯 Requirements

• Bachelor's degree or equivalent; • Availability to work on-site; • Advanced English — at least B2 level; • Strong experience in WFM / Planning (sizing and forecasting); • Experience building intraday curves; • Advanced Excel; • Strong analytical skills and critical thinking; • Experience with operational metrics (AHT/TMO, SL, capacity, volume).

🏖️ Benefits

• Transportation allowance; • Meal and/or food allowance; • Life insurance; • Funeral assistance; • Childcare support / assistance for children with disabilities; • Product discounts; • Dental coverage; • Health insurance; • Discounts on gyms / sports activities (Gympass/Wellhub); • Educational partnerships with course discounts; • Career development plan.