Senior Planning and Control Analyst

Grupo Boticário

. Continuously map and consolidate business data (order volume, active reseller base, and points of sale) to feed demand forecasting models .

Posted 10/30/2026full-timeCuritiba • BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational planning and workforce management, with a strong focus on forecasting, capacity planning, and analytical oversight of key performance indicators. Proficient in utilizing advanced Excel/Google Sheets and SQL for data processing and analysis.

Highest-signal resume keywords

Operational PlanningWorkforce Management (WFM)ForecastingSQL ProficiencyContact-Center Staffing Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Demand ForecastingCapacity PlanningQueueing MethodologiesErlang CRegression ModelsOperational KPIs AnalysisAverage Handle Time (AHT)Average Speed of Answer (ASA)Service Level Agreement (SLA)First Contact Resolution (FCR)

Soft Skills

Strong Communication SkillsAnalytical Ability

Tools & Technologies

ExcelGoogle SheetsSQL

Industry Keywords

BPOContact-Center SectorWorkforce PlanningOperational Traffic Volumes

Tech Stack

Tools & technologies

ErlangSQL

About the role

Key responsibilities & impact

Continuously map and consolidate business data (order volume, active reseller base, and points of sale) to feed demand forecasting models
Develop the monthly operational forecast by integrating historical data, seasonality, holidays, campaign schedules, and product launches
Monitor and calibrate critical workforce-planning variables, including Average Handle Time (AHT), retention rate, channel mix (voice/digital), absenteeism, turnover, and outsourcing percentage
Calculate the headcount required to support agreed service levels, preparing the technical rationale for scenarios presented to management and executive leadership
Work with the Voice and Digital Channels squads to validate and configure workflows, decision trees, and contact prioritization/routing rules
Conduct feasibility studies, capacity analyses, and impact scenarios for new company initiatives

Requirements

What you’ll need

Bachelor’s degree completed
Solid experience in operational planning, Workforce Management (WFM), forecasting, and capacity planning
Strong knowledge of queueing and contact-center staffing methodologies and models (e.g., Erlang C and regression/time-series models)
Analytical oversight of operational KPIs, including Average Handle Time (AHT), Average Speed of Answer (ASA), Service Level Agreement (SLA), First Contact Resolution (FCR), occupancy, absenteeism, and turnover
Advanced proficiency in Excel/Google Sheets and experience writing SQL queries to process large volumes of data
Analytical ability to translate commercial strategies into operational traffic volumes
Strong communication skills to negotiate and defend assumptions with executive leadership
Previous experience in the BPO/contact-center sector is a plus

Benefits

Comp & perks

Flexible medical and dental insurance plans
Medication allowance and health benefit for family members
Free psychotherapy sessions and 24/7 telemedicine
Ongoing prevention, mental health support, and vaccination programs
Meal voucher (or on-site restaurant) and food allowance (including an additional Christmas voucher)
Up to 40% discounts on brands across our ecosystem
Gympass/TotalPass membership for gyms and fitness studios
Home office allowance for hybrid and remote work arrangements
Birthday day off to celebrate your way
Pet health insurance, partner discounts, and travel/accommodation programs
Extended parental leave (180 days for mothers and 120 days for fathers)
Support for parents of children with special needs and childcare allowance
School-supply allowance and child nutrition benefit
Dedicated legal, psychological, and social support
Private pension plan and life insurance
Bereavement support following the loss of parents and payroll-deducted loans
Transportation allowance and parking (depending on the work model)