São Paulo, São Paulo, Brazil
Specialist in capacity planning, scheduling, and real time monitoring. Proficient in advanced Excel and SQL for comprehensive data analysis and reporting. Skilled in optimizing WFM processes, improving team performance, and increasing operational efficiency. Strong expertise in process improvement, with an additional focus on developing executive financial reports.
Responsible for leading operational analyses, overseeing budget and goal management, resource allocation, performance analysis, and strategy development for internal operational areas (B/C/D-end). Designs and executes operational routines on daily, weekly, and monthly cycles, preparing executive reports highlighting critical business signals and strategic opportunities. Uses these insights to align with stakeholders, supporting decision-making and driving business development. Manages KPIs, targets, and resources, proactively identifying risks and opportunities, proposing solutions, and ensuring operational objectives are met. Leads cross-functional collaboration to optimize resource allocation and improve process efficiency, with a strong focus on value creation and sustainable results delivery
Actively involved in proposing business improvements and strategies, identifying process enhancements, developing strategic plans, and presenting innovative solutions to senior management. Conducts detailed operational analyses, collects data for recommendations, and collaborates with cross-functional teams to align initiatives with business objectives. Responsible for both local and long-term planning, continuously monitoring performance metrics, identifying trends, and developing action plans to improve efficiency and productivity. Organizes and leads progress review meetings, forecasts workforce needs, and adjusts staffing levels according to demand. Acts as a consultant by identifying opportunities for improvement and cost reduction, developing strategies to optimize workflows and resource allocation. Implements these strategies through team training, problem-solving, and continuous monitoring, adjusting approaches based on data-driven insights.
Management of people, operational processes and stakeholder management, developing tools for traffic, scheduling, and breaks, as well as creating routines and automations to support continuous team performance. Responsible for team planning and development, supporting projects, providing feedback, and implementing career development plans with proven success stories.
Management of a team of junior analysts and control desks(RTAs*). Preparation of reports, suggesting improvements, and providing actionable business insights. Execution of local planning (weekly actions, deviations, improvements) and long term planning(capacity, staffing adjustments, scheduling, etc.). Also acting as a consultant, setting targets to drive KPI performance and productivity. Monitoring and implementing strategies to optimize operations, increase profitability, and prevent unnecessary expenses.
Management of BPOs. Call center traffic analysis and KPI management. Development of forecasts and sizing, advanced Excel skills, and creation and enhancement of reports using Excel, Avaya CMS, and Genesys.
Monitoring contractual KPIs and defining strategies to ensure service level delivery. Capacity planning, including sizing, shift schedules, breaks, and vacation planning according to projected monthly demand. Development, analysis, and creation of action plans for curve reviews. Responsible for preparing management report proposals to track service levels, billing, and productivity. Creation of action plans for process improvements using SWOT analysis.