Strategic Workforce Coordinator

Há 2 dias

São Paulo, São Paulo, Brasil beBeeWorkforce Tempo inteiro R$50.000 - R$85.000
Workforce Optimization Specialist

Our organization seeks a skilled Workforce Optimization Specialist to play a pivotal role in planning, dimensioning, scheduling, and real-time monitoring of the workforce. This individual will ensure adequate coverage of teams 24x7, adherence to labor legislation, and operational efficiency in service and back-office areas.

Key Responsibilities:
  • Plan, prepare work shifts, and perform real-time monitoring and compliance control.
  • Ensure creation and maintenance of monthly work shifts based on demand forecast, respecting all labor laws and regulations.
  • Prepare scaling based on contact volume, productivity, and service level agreements (SLA) for online and back-office services.
  • Monitor daily compliance with planned shifts and propose corrective actions in cases of deviations, absences, and changes in demand.
  • Collaborate with Operations, Human Resources, and Legal departments to ensure legal compliance, time control, and work shift management.
  • Perform operational performance analyses and propose adjustments to shifts, headcount, or processes to better utilize the workforce.
  • Participate in meetings with operations leadership for strategic alignment, continuous improvement, and data-driven decision-making.
Requirements:
  • Fluent English language skills.
  • Completed higher education in Administration, Engineering, Statistics, Information Technology, or related fields.
  • Minimum three years' experience in operational planning/WFM positions in a contact center, preferably in the iGaming sector, technology, or companies with 24/7 service.
  • Experience in preparing work shifts under labor law regimes and interpreting labor standards, including knowledge of Brazilian labor legislation applied to working hours.
  • Proficiency in WFM 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.
  • Organization and attention to detail.
  • Analytical ability and logical reasoning.
  • Clear and assertive communication.
  • Proactivity and sense of urgency.
  • Leadership and teamwork.
Benefits:
  • Hybrid work arrangement.
  • Competitive salary and benefits package.
  • Collaborative environment focused on innovation and compliance.
  • Opportunities for professional growth in a fast-paced industry.
  • Chance to work on high-impact projects with cutting-edge technologies.

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