Description
**Main responsibilities**
Work on forecasting, workforce sizing (FTE), and capacity planning. Monitor KPIs such as SLA, AHT, ABS, occupancy, and adherence; analyze deviations and propose improvement actions. Develop dashboards, management reports, and support leadership in building operational scenarios.
**Requirements**
Experience in Planning/WFM, preferably in contact centers or high-volume operations. Proficiency in Excel and operational KPIs, with strong analytical capability.
**Bachelor's degree completed or in progress.**
**Previous experience in the call center segment.**
**Preferred qualifications**
Knowledge of Power BI, automation (VBA, Python, SQL), and WFM tools.
Residence in Jundiaí, Várzea Paulista, Campo Limpo Paulista, Francisco Morato, Franco da Rocha, or nearby regions.
Employment type: Full-time CLT
Benefits:
* Medical assistance
* Dental assistance
* Commercial partnerships and discounts
* Meal allowance
* Transportation allowance
Experience:
* Production Control Planning (PCP) (Mandatory)
* KPI Analysis (Mandatory)
* Intermediate/Advanced Excel (Mandatory)
Work location: On-site