Planning Analyst, Call Center II

OdontoPrev

. Manage workforce sizing, forecast development, capacity planning, schedule creation, and monitoring of key operational metrics.

Posted 10/6/2026full-timeBarueri • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including capacity planning, forecasting, and operational metrics analysis. Proficient in managing billing processes and preparing comprehensive reports for internal and external stakeholders.

Highest-signal resume keywords

Workforce Management ExperienceCapacity Planning KnowledgeData Analysis SkillsIntermediate Excel ProficiencySLA Monitoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce SizingForecast DevelopmentOperational Metrics AnalysisSchedulingBilling ValidationData ReconciliationCapacity PlanningKey Call Center Metrics KnowledgeManagement ReportingOperational Efficiency Improvement

Soft Skills

Presentation SkillsCollaborationCommunication

Tools & Technologies

ExcelPowerPointPower BISQLMIS Systems

Industry Keywords

Call Center OperationsService Level Agreement (SLA)Average Handle Time (AHT)OccupancyProductivityAbsenteeismAdherenceAbandonment RateShrinkage

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Manage workforce sizing, forecast development, capacity planning, schedule creation, and monitoring of key operational metrics.
Analyze variances between planned and actual results, propose improvement actions, and monitor operational staffing levels.
Validate billing information and prepare presentations for results meetings with internal and external clients.
Size the operational workforce according to forecast demand and agreed service levels.
Develop short-, medium-, and long-term capacity plans.
Prepare and monitor forecasts for volume, average handle time (AHT), productivity, absenteeism, adherence, and other operational metrics.
Manage new hires, terminations, vacations, leaves of absence, internal transfers, and replacement needs.
Control agent positions and assess installed capacity against projected demand.
Develop work schedules, shifts, days off, breaks, and other operational parameters.
Monitor SLA, service level, occupancy, AHT, productivity, absenteeism, adherence, break adherence, and abandonment rate.
Develop and track initiatives to increase productivity, reduce idle time, and improve operational efficiency.
Prepare analyses, management reports, daily logs, presentations, and materials for results meetings.
Present results to internal and external clients.
Participate in results meetings, operational alignment sessions, and forums with internal teams, clients, and suppliers.
Participate in internal and external audits by providing requested evidence, controls, and information.
Control and validate billing by reconciling logged-in positions, services delivered, and amounts payable.
Monitor discrepancies between logged-in positions and positions considered for payment, and carry out the necessary follow-up actions.
Open, monitor, and close tickets related to access provisioning and deprovisioning.
Work in partnership with internal teams and clients.
Ensure the accuracy, reliability, and up-to-date status of databases, reports, and controls used in planning.

Requirements

What you’ll need

Bachelor’s degree completed or in progress in Business Administration, Economics, Mathematics, or a related field.
Experience in planning, workforce sizing, or Workforce Management in call center operations.
Experience analyzing data and operational metrics and preparing management reports.
Knowledge of capacity planning, forecasting, workforce sizing, scheduling, and operational coverage concepts.
Knowledge of key call center metrics, such as SLA, service level, AHT, occupancy, productivity, absenteeism, adherence, abandonment rate, and shrinkage.
Intermediate or advanced proficiency in Excel and PowerPoint.
Knowledge of Power BI, SQL, or other data processing, visualization, and analysis tools is desirable.
Experience with MIS systems, reporting tools, and workforce management platforms.
Experience managing billing, validating data sources, and reconciling operational information.

Benefits

Comp & perks

Medical and dental insurance
On-site medical clinic (Espaço Saúde)
Psychological and nutritional support (OrienteMe)
Fitness benefit (Wellhub)
Newborn essentials allowance and pregnancy program
Childcare allowance (in accordance with the applicable union agreement)
Bradesco/Alelo benefits club
SESC membership
Birthday day off
Extended parental leave for fathers
Half-day off on children’s birthdays
Private pension plan
Diversity program (OdontoPlural)
Quality-of-life program (Vida Leve)
Recognition programs
PPR – Profit-Sharing Program
Life insurance
Corporate university and educational partnerships
Meal and/or food allowance
Transportation allowance