Senior Planning Analyst

🕒 August 27

🇧🇷 Brazil – Remote

💵 R$4.8k / month

⏰ Full Time

🟠 Senior

🧐 Analyst

👻 Ghost score 16%

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Atento

WebsiteLinkedInAll Job Openings

89377 - 89377 employees

Founded 1999

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Post-IPO Equity on 2023-02

Consulting • Healthcare • Logistics

Atento is a leading provider of Business Transformation Outsourcing (BTO) services, elevating the traditional Business Process Outsourcing (BPO) model by implementing strategic, enterprise-wide changes to enhance clients' performance and competitiveness. The company guides clients through the full cycle of customer experience transformation, offering innovative, outcome-based business models that maximize business value while optimizing Total Cost of Ownership (TCO). Atento operates across a diverse range of sectors, including financial services, telecom, retail, utilities, healthcare, automotive, media, travel and hospitality, and education. Its solutions encompass customer engagement, analytics, automation, AI/Cognitive technologies, and cybersecurity, leveraging methodologies such as Lean Six Sigma and design thinking for efficiency and user-centricity.

📋 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

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