Analista de Planejamento de Atendimento Pleno – Capacity & Forecast
Core
Full-time Analyst for Capacity & Forecast planning, managing operational capacity, demand forecasting, and performance analysis for multichannel customer service operations.
Role type
Senior IC Operations Planning Analyst (Workforce Management)
Builds
Capacity plans, demand forecasts, operational dashboards, and performance analysis reports for voice, email, and digital channels.
Domain
Customer Service Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Capacity Planning, Demand Forecasting, Multichannel Operations Planning, SLA/TMA/Productivity/Absenteeism metrics analysis, Data Analysis, Advanced Excel, Stakeholder Collaboration
Preferred skills
Python, SQL, Power BI, Process Automation, Workforce Management methodologies
Technologies
Avaya, URA, Zendesk, Excel, Power BI, Python, SQL
Responsibilities
Develop and monitor Capacity Planning studies considering demand, installed capacity, productivity, and service levels; Develop and track demand forecasts for service channels, identifying trends and seasonality; Monitor operational indicators (SLA, TMA, Productivity, Absenteeism, volumes); Identify performance deviations and perform root cause analysis; Build scenarios and simulations to support capacity and productivity decisions; Create managerial dashboards and reports for operational visibility.
Seniority
Mid-Senior, hands-on IC
