Senior Planning Analyst

🔥 12 hours ago

🇧🇷 Brazil – Remote

💵 R$4.8k / month

⏰ Full Time

🟠 Senior

🧐 Analyst

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Atento

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

💼 Consulting

🤖 Artificial Intelligence

🏢 Enterprise

Consulting • 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

• Plan customer service and traffic management processes for operations, monitoring call volumes and staffing requirements for service delivery; • Monitor productivity, performance, adherence, and other operational activities, recommending improvements to achieve targets and customer satisfaction; • Conduct studies on traffic management and resource allocation, evaluating scenarios, opportunities, and their impact on operational performance; • Establish operational targets focused on business profitability by preparing forecasts, validating call volumes, and redistributing workloads; • Determine service requirements and allocate available resources among contact centers, ensuring operational balance; • Identify contingency situations related to the unavailability of technological, human, or structural resources, as well as events that may affect operations; • Develop and monitor operational performance controls and assessments, analyzing historical volumes, contractual KPIs, occupancy of agent positions, workforce requirements, and other operational metrics; • Analyze impacts on service productivity and operational KPIs, such as Average Handle Time (AHT), Average Speed of Answer (ASA), adherence, and service level; • Support the implementation of continuous improvements that contribute to operational efficiency and business results.

🎯 Requirements

• Bachelor’s degree completed; • Knowledge of workforce sizing, forecasting, and traffic management; • Advanced Excel skills; • Analytical and logical reasoning skills; • Strong planning and organizational skills; • Good verbal and written communication skills; • Results-oriented mindset; • Business acumen and customer focus; • Preferred: 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.

🏖️ Benefits

• Benefits: To be defined