**Other** **Workforce Management (WFM)** **Location** Sao Paulo, Brazil **Language** English **Summary** ----------- We are seeking a Senior WFM Analyst to join our workforce management team. The professional will be responsible for planning, monitoring, and optimizing human resource allocation, ensuring operational efficiency and achievement of performance targets in a dynamic, multichannel environment. **Description** --------------- **Responsibilities** * Develop and implement capacity planning and team scheduling strategies based on demand forecasts. * Analyze historical data and trends to generate accurate workload volume and staffing requirement forecasts. * Monitor performance indicators (KPIs) such as SLA, occupancy rate, productivity, and schedule adherence. * Collaborate with operational leaders to adjust schedules and shifts, minimizing costs and maximizing efficiency. * Generate managerial reports and dashboards in Portuguese and English, presenting insights and recommendations. * Manage WFM tools to optimize processes. * Ensure compliance with internal policies and labor regulations. * Serve as the point of contact for global projects, communicating fluently in English with international teams. **Requirements** * Minimum 2 years of experience in Workforce Management, preferably in contact center operations or other high-volume operational areas. * Advanced proficiency in WFM tools. * Strong analytical capability, with experience handling large volumes of data. * Communication and presentation skills to interact with stakeholders at various levels. * Proactivity, organizational skills, and ability to work under pressure in dynamic environments. **Desired Competencies** * Strategic thinking and results orientation. * Ability to efficiently solve complex problems. * Teamwork and intercultural collaboration. * Adaptability to change and ability to manage multiple priorities.