PLANNING ANALYST

Description

Job Summary: We are seeking an analytical and proactive professional to optimize operational performance and relationships with internal and external customers. Key Highlights: 1. Opportunity to develop skills and advance professionally 2. Focus on innovation and excellence in customer relationship management 3. Stimulating work environment with challenging projects Among the leading Customer Relationship Management (CRM) companies in Brazil, Tel has been innovating for over 30 years in developing high-value customized solutions, supported by a specialized team that deeply understands each business and a broad, transformative technological architecture—all while maintaining its commitment to fostering meaningful relationships between people and brands. We have over 8,000 employees and rank among the top 50 largest employers in Brazil. **Responsibilities and Duties** Activities: Knowledge of and preparation of forecasts and resource sizing Analysis of group/service and agent performance Creation of indicator reports Creation and analysis of email campaigns Preparation and management of operational schedules Monitoring of contact center traffic: deviation alerts, incident ticket creation, access provisioning, and skill assignment changes Participation in meetings and presentations with internal and external customers Proficiency in Microsoft Office suite Intermediate/Advanced Excel skills Strong interpersonal communication skills Preferred Qualification: Business Intelligence (BI) knowledge Propose contingency actions. **Requirements and Qualifications** Requirements: Must be at least 18 years old; Completed undergraduate degree; Reside in Salvador or Lauro de Freitas; Experience in call centers and outbound operations. Undergraduate degree ##### **Competencies** Responsibility and trustworthiness Analytical thinking and attention to detail Commitment Decision-making ability Confidence in problem-solving Proactivity Analytical mindset Organizational skills Dynamic attitude **Additional Information** Partnerships with universities Dental plan Health insurance Transportation allowance Meal allowance We invite you to join a dynamic and talented team where you can develop your skills and grow professionally. At our company, we value teamwork, innovation, and commitment to excellence. If you seek a stimulating work environment with continuous learning opportunities and challenging projects, join our team!