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 determining resource requirements • Monitor productivity, performance, adherence, and operational activities, recommending improvements to achieve targets and enhance customer satisfaction • Conduct traffic management and resource allocation studies, evaluating scenarios, opportunities, and impacts • Establish operational targets focused on profitability by preparing forecasts, validating call volumes, and redistributing workloads • Determine service requirements and allocate resources across contact centers, ensuring operational balance • Identify contingencies related to the unavailability of technological, human, or structural resources • Develop and monitor operational performance controls and assessments, analyzing historical volumes, contractual KPIs, agent positions, staffing requirements, and operational metrics • Analyze impacts on productivity and indicators such as Average Handle Time (AHT), Average Speed of Answer (ASA), adherence, and service level • Support continuous improvement initiatives to enhance operational efficiency and business results

🎯 Requirements

• Bachelor’s degree completed • Knowledge of workforce planning, 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 analytics tools (preferred)

🏖️ Benefits

• Benefits: To be determined • Work schedule: 200 hours per month | 5 days on, 2 days off • Remote work (home office)

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