Job Summary: A Workforce Management professional to develop and implement capacity planning strategies, analyze data, and optimize processes in high-demand environments. Key Highlights: 1. Work on capacity planning and team scheduling 2. Analyze data for accurate forecasts and staffing optimization 3. Manage WFM tools and collaborate on global projects **Responsibilities** * Develop and implement capacity planning and team scheduling strategies based on demand forecasts. * Analyze historical data and trends to create accurate workload volume and staffing requirement forecasts. * 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 management reports and dashboards in Portuguese and English, presenting insights and recommendations. * Manage WFM tools for process optimization. * 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 other high-operational-demand areas. * Advanced proficiency in WFM tools. * Strong analytical capability, 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.
João Silva
Indeed · HR
João Silva
Indeed · HR
