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Planning Manager
Cogna Educação. Ensure the efficiency, quality, and predictability of customer service operations through integrated strategic planning and real-time control .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service operations management, including forecasting, workforce management methodologies, and performance monitoring. Proven ability to lead teams, optimize service levels, and drive digital transformation initiatives.
Highest-signal resume keywords
Customer Service Operations ManagementForecasting MethodologiesWorkforce ManagementKPI ImplementationLeadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisProject ManagementOperational Target TrackingRoot Cause AnalysisPerformance Indicators
Soft Skills
Effective CommunicationConflict ResolutionSound Decision-MakingResults-Oriented Mindset
Tools & Technologies
Real-Time Monitoring ToolsCustomer Service Management Systems
Certifications & Qualifications
Project Management Training
Industry Keywords
Service Level AgreementsDigital TransformationThird-Party Operations ManagementProductive Agent Positions
About the role
Key responsibilities & impact- Ensure the efficiency, quality, and predictability of customer service operations through integrated strategic planning and real-time control
- Size staffing, technology, and infrastructure resources to meet projected demand across Front Office, Back Office, and Digital channels
- Maintain agreed service levels (SLAs) and optimize operating costs
- Conduct forecasting in collaboration with the service provider
- Manage the Control Desk for N1, N2, and N3 customer service operations
- Monitor the partner’s delivery of productive agent positions (PAs), productivity, system access, and licenses
- Track operational targets for handling time, backlog, productivity, and quality
- Control the third-party operation’s adherence and manage the contract and payments
- Implement a partner competition model, including compensation, share allocation, and performance indicators
- Lead planning analysts, operations controllers, and automation teams
- Foster technical development, engagement, collaboration, results, and innovation
- Apply forecasting and workforce management methodologies
- Implement and monitor KPIs and quality metrics
- Use real-time monitoring tools and customer service management systems
- Conduct root cause analyses and implement corrective and preventive action plans
- Provide management reports to support decision-making
- Drive digital transformation
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Industrial Engineering, Statistics, Information Systems, or a related field
- Previous experience in educational institutions
- Training in Project Management
- Data analysis skills
- Leadership profile
- Effective communication
- Conflict-resolution skills
- Sound decision-making
- Results-oriented mindset
Benefits
Comp & perks- Profit-sharing program
- Meal or food allowance provided through a flexible benefits card
- Medical insurance, including dependent coverage and copayments
- Dental insurance
- Undergraduate and graduate scholarships for you and your dependents
- Birthday day off
- SESC partnership
- Univers pharmacy partnership with discounts on medications
- Corporate university with free learning paths and courses
- Wellhub (formerly Gympass)
- Ninho Program for families expecting a new baby
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