Senior WFM Analyst

Atento

Analista WFM Sênior role at Atento focused on planning and operational efficiency. Engage with managers and clients to make strategic decisions and optimize processes.

Posted 4/20/2026full-timeSão Paulo • 🇧🇷 BrazilSenior💰 R$3,500 per monthWebsite

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

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce sizingcapacity planningvolume analysisAHT analysisoperational efficiencyKPI adherenceWFMplanningExcelBackoffice operations

Soft Skills

communicationorganizationalanalyticalcollaborationproblem-solving

Certifications

Bachelor's degree