Operational Planning Specialist

2 semanas atrás

São Paulo, São Paulo, Brasil beBeeWorkforce Tempo inteiro R$60.000 - R$80.000
Job Position

We are seeking a highly skilled workforce management professional to join our organization. This individual will be responsible for planning, preparing work shifts, and real-time monitoring of operations.

Main Responsibilities:
  • Perform workforce management activities, ensuring compliance control, work shift control, DSR, inter-shift and intra-shift breaks, and BH or HE compensation.
  • Create and maintain monthly work shifts based on demand forecast, respecting all labor laws and regulations.
  • Prepare scaling based on contact volume, productivity, and service level agreements for online and back office services.
  • Monitor daily compliance of the operation with the planned shifts and propose corrective actions in cases of deviations, absences, and changes in demand.
  • Collaborate with operational teams, HR, and legal departments to ensure legal compliance, time control, and work shift management.
  • Analyze operational performance, proposing adjustments to shifts, headcount, or processes to better utilize the workforce.
  • Participate in meetings with operational leadership for strategic alignment, continuous improvement, and data-driven decision-making.
  • Implement and manage workforce management tools, contributing to process automation and standardization.
Required Skills and Qualifications:
  • Fluent English language skills
  • Completed higher education in administration, engineering, statistics, information technology, or related fields
  • Minimum 3 years in operational planning/workforce management positions in a contact center, preferably in the gaming industry, technology, or companies with 24/7 services
  • Experience in preparing work shifts under labor laws and regulations and interpreting labor standards
  • Familiarity with workforce management tools (such as Genesys, Verint, or similar), Zendesk, Slack, Google Apps, Power BI, or data analysis tools
  • Advanced Excel skills
  • Ability to prepare forecasts and dimensioning
  • Strong organizational and attention to detail skills
  • Excellent analytical and logical reasoning abilities
  • Clear and assertive communication skills
  • Proactive and results-oriented approach
  • Leadership and teamwork skills

Benefits: Our organization offers a competitive compensation package, including a salary range of $50,000 - $80,000 per year, depending on experience. We also offer comprehensive health insurance, paid time off, and opportunities for career growth and development.

Others: If you are a motivated and experienced workforce management professional looking for a new challenge, please submit your application. We look forward to hearing from you

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