Senior Planning Analyst

Description

Job Summary: A professional to lead strategic planning, analyze operational performance, manage capacity, and propose continuous improvements, acting as a technical reference and guiding goal definition. Key Highlights: 1. Lead strategic and operational planning. 2. Serve as a technical reference and propose continuous improvements. 3. Critically analyze performance and manage capacity. Hello and welcome to **CredAluga**! We are constantly expanding and, as such, we seek talents who want to make history and propel our brand toward success. If you are a professional ready to embrace exciting challenges, this is your opportunity. Join us and be part of an incredible journey! **Responsibilities** * Lead strategic planning, ensuring balance among performance, operational capacity, and cost. * Conduct in-depth critical analysis of operational performance (ASA, AHT, productivity, adherence, forecast vs. actual), identifying gaps and root causes to propose high-impact action plans. * Develop and manage short-, medium-, and long-term capacity planning for the collections team, including work schedules, vacations, and hiring projections. * Propose, lead, and implement continuous improvement projects for monitoring and dialing processes and tools, aiming to optimize costs and increase efficiency. * Serve as a technical reference for management and other areas, performing predictive analyses and proactively reporting strategic operational deviations with status updates and intervention recommendations. * Guide the definition and tracking of operational goals alongside leadership, providing highly complex data support for tactical and strategic decision-making. **Education** * Completed or ongoing undergraduate degree in Business Administration, Production Engineering, Statistics, Systems Analysis, or related fields. Postgraduate studies are a plus. **Required Experience** * Proven, solid experience in Control Desk, Operational Planning, or WFM (Workforce Management), preferably in highly complex environments. * Practical knowledge and application of operational KPIs, specifically in Collections (SL, FCR, ASA, AHT, Forecast, Ideal Headcount, etc.). * Advanced/expert-level proficiency in SQL/Excel/Google Sheets (creation of complex models, Power Query, data analysis). * In-depth knowledge and hands-on experience optimizing dialing systems (predictive dialer, IVR, SMS, communication workflows) and their performance strategies. * Strategic experience in collections operations. * Preferred: Knowledge and optimization experience with OLOS/CALLFLEX dialing systems. **Want to know what awaits you at CredAluga? Take a look:** * **Meal and food allowance:** Loaded onto a Caju card for full flexibility! Use it as you wish — meals, groceries, healthcare, education, home office allowance, or even that ride home at the end of the day. You decide! * **Gympass:** Sweat it out wherever and whenever you like — gym, yoga, or even that dance class. What matters is taking care of your body and mind. * **Medical and dental plan:** Full coverage with no monthly fee — only co-payment. Taking care of you is our priority! * **Pharmacy network and life insurance:** We want you to have guaranteed support in any situation. * **Transportation allowance:** Loaded onto a Caju card — use it for public transportation or get a little boost for fuel. Your choice! * **Hybrid work model:** 4 days together in the office and 1 day working remotely to strike the right balance — our beloved 4x1 model! * **6-month maternity leave and 30-day paternity leave:** Because we know these family moments are unique and deserve full attention. * **$100 birthday voucher:** Our gift to help you celebrate however you like. Your day, your rules! * **Dynamic environment packed with growth opportunities:** That’s how it is here — you grow, learn, make mistakes, succeed, and, above all, have fun! **Liked it? Join CredAluga and become a CredAluguer — let’s embark on this incredible journey together!**