PLANNING ANALYST

Description

**Job Description:** Conduct strategic monitoring and planning for customer service and collections channels; Monitor operational and performance indicators, identifying deviations and improvement opportunities; Develop productivity, outreach, cost-per-call (CPC), conversion, agreement, and payment analyses; Manage the creation, maintenance, and distribution of mailing lists; Create managerial reports, dashboards, and executive presentations with analytical and strategic insights; Monitor the performance of dialers, IVRs, WhatsApp, SMS, and other communication channels; Collaborate with operations, MIS, monitoring teams, and vendors to optimize results; Identify opportunities for process automation and continuous improvement; Ensure data quality, consistency, and integrity used in analyses; Support the definition of operational strategies and data-driven decision-making. **Requirements:** Bachelor’s degree completed or in progress in Business Administration, Engineering, Statistics, IT, Management Processes, or related fields; Intermediate or advanced proficiency in Excel; Experience analyzing operational and performance indicators; Analytical, organized profile with strong communication skills; Ability to interpret data and translate information into strategic actions; Proactivity, critical thinking, and results orientation; Experience in operational planning, digital channels, or collections is a plus; Knowledge of tools such as SQL, Alteryx, Olos, or similar is a plus; Experience in collections operations, call centers, dialers, IVRs, and digital channels is a plus.