**Other** **Workforce Management (WFM)** **Location** Sao Paulo, Brazil **Language** English **Summary** ----------- We are seeking a Senior WFM Analyst to join our 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. This role requires fluency in two languages (Portuguese and English) and advanced analytical skills to support strategic decision-making.**Description** --------------- **Responsibilities** * Develop and implement capacity planning and team scheduling strategies based on demand forecasts. * Analyze historical data and trends to create accurate forecasts of workload volume and staffing requirements. * 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 areas with high operational demand. * Fluency in Portuguese and English (written and spoken) is mandatory. * Advanced proficiency in WFM tools. * Strong analytical ability, with experience handling large volumes of data. * Communication and presentation skills to interact with stakeholders at various levels. * Proactivity, organization, 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.