Atento

Senior Bilingual WFM Analyst – English

Atento

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

About the role

  • Perform workforce sizing and capacity planning for operations;
  • Develop intraday and daily volume and AHT (Average Handling Time) curves;
  • Monitor and analyze operational assumptions (volume, AHT, turnover and hiring);
  • Manage capacity and the hiring pipeline;
  • Monitor operations and propose adjustments to ensure operational efficiency;
  • Participate in meetings with managers and external clients;
  • Support the construction of operational scenarios and projections;
  • Ensure alignment with operational targets and KPIs.

Requirements

  • Bachelor’s degree (completed);
  • Availability for on-site work;
  • Advanced English (minimum B2 level);
  • Solid experience in WFM / Planning (sizing and forecasting);
  • Experience building intraday curves;
  • Advanced Excel skills;
  • Strong analytical ability and critical thinking;
  • Experience with operational metrics (AHT, SL, capacity, volume).
Benefits
  • Transportation allowance;
  • Meal voucher and/or food allowance;
  • Life insurance;
  • Funeral assistance;
  • Childcare assistance / Assistance for children with disabilities;
  • Product discounts;
  • Dental coverage;
  • Medical/health coverage;
  • Discounts for gyms and sports activities (Gympass/Wellhub);
  • Educational partnerships with course discounts;
  • Career development plan.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementcapacity planningforecastingAHTExcelanalytical abilitycritical thinkingoperational metricsvolume analysisintraday curves
Soft Skills
communicationorganizational skillsproblem-solvingcollaborationadaptabilityattention to detailtime managementleadershipinterpersonal skillsstrategic thinking
Certifications
Bachelor's degree