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Cx Planning Sr. Manager

3 meses atrás

São Paulo, São Paulo, Brasil Gympass Tempo inteiro

GET TO KNOW US


Gympass is a corporate wellness platform that connects you to thousands of fitness & wellness partners, all with one simple monthly membership.

Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world.

At Gympass, you not only have the opportunity to build a career in a fast-paced global environment - but you'll make wellbeing universal, so everyone can be happy and healthy.


THE OPPORTUNITY:

We are hiring a
CX Planning Sr. Manager (WFM) to our
Customer Experience team in
São Paulo, Brazil

YOUR IMPACT:

  • Build robust forecast models of ticket volume and properly size multiple CX teams in different regions and scopes;
  • Engage with senior stakeholders to align on the rationale for team sizing, giving them the confidence to perform their work;
  • Manage the scheduling of the agents, optimizing their allocation according to the demand curves;
  • Lead intraday management, monitoring realtime adherence and making adjustments to schedules, within and across cells, to optimize staffing levels;
  • Become the "goto" person regarding all CX operations health, ensuring that backlogs are properly addressed;
  • Own tools and license management to ensure that the agents have all required resources to operate properly;
  • Utilize (and search for) workforce management tools and software to enhance forecasting, scheduling, and reporting capabilities;
  • Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding worklife balance.

WHO YOU ARE:

  • Advanced English;
  • Previous relevant experience in Workforce Management, Customer Experience, or BPO Management. Expertise in Statistics and Consulting is a plus;
  • Strong problemsolving skills;
  • Strong organized and analytical leader, with the ability to teach and motivate a 10people team to highperformance;
  • Strong communicator, capable of leading great presentations to senior executives and building real trust with key stakeholders;
  • Team player who loves to engage with multiple teams to drive them to great results;
  • Resilience to work in an faast paced environment with changes and different scenarios.

WHAT WE OFFER YOU (Latam):

We're a wellness company that is committed to the health and well-being of our employees. Our flexible program allows you to customize your benefits, according to your needs

Our benefits include:

WELLNESS:
Health, dental, and life insurance.

FLEXIBLE WORK:
Choose when and where you work.

For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences.

We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.


FLEXIBLE SCHEDULE:
We understand that together, Gympassers and their leaders can make the best decisions for their own individual scopes. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

GYMPASS:
We believe in our mission and encourage our employees and their families to find their passion too.

Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more.

You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

PAID TIME OFF:
We know how important it is that our employees take time away from work to recharge.


Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.


PAID PARENTAL LEAVE:

Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family.

100% paid parental leave of 6 weeks to all new parents, of both biological and adopted children, regardless of gender and parent's relationship with the co-parent, Also extended maternity leave under local legislation

CAREER GROWTH:
Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.

CULTURE:

An exciting and supportive atmosphere with ambitious people from around the world You'll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space.

Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page

Diversity, Equity, and Belonging at Gympass:
We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.

Gympass is committed to creating a diver