Especialista de Strategic Planning & Analytics – CX
Core
Lead capacity planning and performance management for the Customer Experience (CX) center, transforming data into forecasts, scenarios, and KPIs to balance service levels, customer experience, and efficiency for internal teams and BPO partners.
Role type
Senior Strategic Planning & Analytics Specialist (CX Operations)
Builds
Demand forecasts, capacity plans, performance scorecards, and executive dashboards for CX operations
Domain
Customer Experience (CX) / Contact Center Operations / Data Analytics
Deliverable
production ML models | dashboards & analysis
Required skills
Strategic planning, capacity modeling, performance management, SQL, Python or R, data visualization, AI/LLM application, customer satisfaction analysis
Preferred skills
WFM tools (NICE, Verint, Calabrio, Assembled), Zendesk, NLP, A/B testing, BPO management, OKRs, GPD
Technologies
SQL, Python, R, NLP, WFM tools, Zendesk
Responsibilities
Build demand forecast models and dimension internal/BPO operations; Develop medium-to-long-term capacity planning; Evolve CX performance management models and rituals; Identify key drivers of customer satisfaction; Create scenarios and business cases for CX initiatives; Investigate performance deviations; Evolve executive dashboards and automate reporting routines
Seniority
Senior, hands-on IC
