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 sizing resources for services • Monitor productivity, performance, adherence, and other operational activities, recommending improvements to achieve targets and enhance customer satisfaction • Conduct studies on traffic management and resource allocation, evaluating scenarios, opportunities, and impacts on operational performance • Establish operational targets focused on business profitability by preparing forecasts, validating calls, and redistributing volumes • Size services 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 impact operations • Develop and monitor operational performance controls and assessments, analyzing historical volumes, contractual KPIs, occupancy of agent positions, workforce sizing, and other operational metrics • Analyze impacts on service productivity and operational KPIs, such as AHT, 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 skills and logical reasoning • Planning and organizational skills • Strong verbal and written communication skills • Results-oriented mindset • Business acumen and customer focus • 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 analysis tools (preferred)

🏖️ Benefits

• Benefits: To be defined