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About the role
Key responsibilities & impact- Perform workforce sizing for Backoffice and SAC (Customer Service) operations (capacity planning);
- 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 recruitment/hiring pipeline;
- Monitor and propose adjustments to ensure operational efficiency;
- Attend meetings with managers and external clients;
- Support the development of operational scenarios and projections;
- Ensure adherence to operational targets and KPIs.
Requirements
What you’ll need- Bachelor's degree (completed);
- Availability to work in a hybrid model (on-site and remote);
- Solid experience in WFM / Planning;
- Proficiency in Excel and experience with Backoffice operations.
Benefits
Comp & perks- Transportation allowance (commuting voucher);
- Meal and/or food vouchers;
- Life insurance;
- Funeral assistance;
- Childcare allowance / assistance for children with disabilities;
- Employee discounts on products;
- Dental insurance;
- Medical insurance / healthcare coverage;
- Discounts for gyms and sports activities (Gympass/Wellhub);
- Educational partnerships with course discounts;
- Career development plan.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce sizingcapacity planningvolume analysisAHT analysisoperational efficiencyKPI adherenceWFMplanningExcelBackoffice operations
Soft Skills
communicationorganizationalanalyticalcollaborationproblem-solving
Certifications
Bachelor's degree