Senior WFM Analyst

Atento

WFM Analyst at Atento focusing on operations planning and efficiency. Collaborating with managers and clients for operational scenarios and decision-making.

Posted 5/12/2026full-timeSão Paulo • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

Perform capacity planning for Backoffice and Customer Service (SAC);
Develop intraday and daily volume and Average Handling Time (AHT) curves;
Monitor and analyze operational assumptions (volume, AHT, turnover, and hiring);
Manage capacity and the hiring pipeline;
Monitor and propose adjustments to ensure operational efficiency;
Participate in meetings with managers and external clients;
Support the construction of operational scenarios and projections;
Ensure adherence to operational goals and KPIs.

Requirements

What you’ll need

Bachelor's degree completed;
Availability to work in a hybrid model;
Solid experience in WFM / Planning;
Knowledge of Excel and Backoffice processes;
Vacancy exclusive to internal employees currently working as Mid-level Planning/WFM Analysts.

Benefits

Comp & perks

Commute allowance (Vale Transporte);
Meal voucher and/or food allowance;
Life insurance;
Funeral assistance;
Daycare assistance / assistance for children with disabilities;
Product discounts;
Dental coverage;
Medical coverage;
Discounts for gyms / sports activities (Gympass / Wellhub);
Educational partnerships with course discounts;
Career development plan.

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

capacity planningvolume analysisAverage Handling Time (AHT)operational efficiencyWFMplanningExceloperational goalsKPIs

Soft Skills

communicationcollaborationanalytical thinking

Certifications

Bachelor's degree