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Job Summary: Operations Planning Analyst to ensure operational effectiveness, monitor KPIs, manage capacity, and optimize productivity. Key Highlights: 1. Dynamic and collaborative environment with growth opportunities 2. A leading company in customer service and BPO, valuing people and diversity 3. Purpose-driven work with positive impact **We are much more than a collections company.** -------------------------------------------------- Concilig has built a solid reputation among major Brazilian companies, based on advanced technology and proven effectiveness in service delivery. Focusing on innovation and market demands, we offer customized solutions continuously enhanced to deliver excellence in service. Our goal is to achieve maximum performance across the Customer Journey, integrating all touchpoints between customers and companies. We provide a unique, valuable, and successful omnichannel experience for every brand that partners with us. Everything is now interconnected, supported by cutting-edge technology and top-tier human capital. Concilig: connect experiences, satisfaction, and new possibilities. Get ready for a new level in Customer Experience and Customer Journey. **Connect with Concilig. Link the dots, connect the results.** **Responsibilities and Duties** * Analysis of operational indicators (D-1); * Real-time monitoring of KPIs; * Capacity sizing and scaling; * Ensuring faithful execution of strategy in the dialer; * Monitoring incoming and outgoing calls, controlling call flow; * Analyzing operational idle time control; * Ensuring correct number of logged-in agents, accurate delivered service level percentage for inbound operations, correct number of outbound dials according to defined targets, and other parameters affecting operational productivity; * Assisting in tracking Skips, reallocating lower-priority ones across campaigns per jointly defined strategy. **Requirements and Qualifications** * Completed or currently pursuing a bachelor’s degree; * Intermediate knowledge of Excel; * Prior experience as a Planning Assistant or in Control Desk will be considered a plus; **Additional Information** **Meal Allowance** **Transportation Allowance** **Health Insurance Plan** **Dental Insurance Plan** **Wellhub (Gympass)** **Birthday Day Off** **Career Development Plan** **Partnership Programs** At Concilig, we believe that **our role goes beyond delivering results for our clients and partners — it’s about transforming lives**. Here, you’ll find a dynamic, collaborative, and opportunity-rich environment where you can grow, learn, and make a difference. We are one of the largest customer service and BPO companies in the country, recognized for valuing people, promoting diversity, and investing in talent of all ages, backgrounds, and life stories. Our purpose is to create opportunities and generate positive impact — both within and beyond the company. If you’re looking for a place where you can **advance professionally, develop your skills, take pride in your work, and be authentically yourself**, join the Concilig team! Here, your work has voice, purpose, and future.
