DIGITAL SALES ASSISTANT | DIGITAL FRONT MG | Vaga Afirmativa Pessoa com Deficiência
Core
Plan and monitor digital sales operations capacity to balance demand across human agents, AI, and digital channels, ensuring SLA compliance and optimal conversion.
Role type
Senior Workforce Management (WFM) / Operations Planning Analyst
Builds
Digital sales operations capacity plans, real-time queue management, and demand forecasting for a global financial super app.
Domain
Financial Services / Digital Sales Operations
Required skills
Workforce Management (WFM), demand forecasting, capacity planning, real-time queue monitoring, A/B testing analysis, operational KPIs (TMA, TME, SLA), cross-functional collaboration
Preferred skills
BI tools (Power BI, Tableau), marketing campaign performance analysis, real-time traffic management, capacity planning for AI and digital channels, English proficiency
Technologies
Excel, ticketing systems, AI agents, WhatsApp flows, call recording systems, Power BI, Tableau
Responsibilities
Forecast demand volumes based on historical data and campaign plans; Dimension capacity per shift for human agents, AI, and digital channels; Monitor real-time operations and reallocate resources during traffic spikes; Analyze operational capacity vs. future demand; Plan medium-to-long-term capacity scaling; Collaborate with Growth and Sales on campaign planning; Develop and analyze A/B tests for conversion optimization; Cross-reference campaign performance with operational capacity; Track critical KPIs including TMA, TME, SLA, and occupancy rates.
