Planning Analyst - WFM

Description

Job Summary: We are seeking a talented professional to join our Planning team, responsible for Fácil Assist’s strategy, with a focus on data analysis, optimization, and implementation of improvements. Key Highlights: 1. Strategic involvement in planning for 24/7 Assistance 2. Focus on data analysis and process optimization 3. Culture that values collaboration, creativity, and transparency We believe in the dream of building the **best 24/7 Assistance** service and highly value collaboration and creative, transparent problem-solving — values reflected in our products, services, and new partnerships. **Here, we care personally.** This is the purpose that defines the essence of everything we do and value, both inside and outside our offices. We seek a talented professional to join the **Planning** team, the area responsible for the **Strategy** of **Fácil Assist**. **Responsibilities and Duties** ----------------------------------- * Analyze demand and workload data; * Develop team staffing plans; * Optimize schedules and shifts; * Identify improvement opportunities; * Implement WFM tools; * Provide training and support; * Continuously monitor and adjust plans. **Requirements and Qualifications** ------------------------------ * Bachelor’s degree completed or in progress in Data Science, Technology, Business Administration, or related fields; * Advanced Excel and intermediate-to-advanced Power BI skills; * Knowledge of SQL for data manipulation, processing, and querying is considered a plus; * Solid experience in Planning, preferably in contact centers; * Familiarity with contact center operational routines and KPIs; * Experience with WFM systems; * Experience in the 24-hour assistance or insurance segment is considered a plus; * Easy access to the São Bernardo do Campo region; * Help foster an inclusive and diverse environment; * Respect differences; * Collaborate effectively; * Strong analytical ability; * Organizational skills; * Sense of urgency and ability to prioritize; * Strong interpersonal skills; * Owner mindset; * Ability to facilitate simple and efficient solutions to business needs. **Additional Information** -------------------------- At Fácil Assist, we promote health and quality of life through medical and dental assistance, Wellhub, and other benefits such as flexible dress code, meal allowance or food allowance, transportation allowance, profit-sharing program (PLR), birthday day off, childcare or babysitting assistance, life insurance, and for your professional growth, we offer an internal career opportunities program. **Additional Information:** * **Work model:** Hybrid (3 days onsite, 2 days remote) * **Schedule:** Monday to Friday, from 09:00 to 18:00 Minimum Education Level: Bachelor’s Degree