Senior Bilingual WFM Analyst, English

Atento

Senior WFM Analyst at Atento responsible for operations planning and efficiency. Collaborating with managers and clients to achieve operational goals and strategic decision-making.

Posted 5/19/2026full-timeSão Paulo • 🇧🇷 BrazilSenior💰 R$6,500 per monthWebsite

About the role

Key responsibilities & impact

Perform operations sizing (capacity planning);
Develop intraday and daily volume and AHT (TMO) curves;
Monitor and analyze operational assumptions (volume, AHT/TMO, 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 development of operational scenarios and projections;
Ensure adherence to operational goals and KPIs.

Requirements

What you’ll need

Bachelor's degree or equivalent;
Availability to work on-site;
Advanced English — at least B2 level;
Strong experience in WFM / Planning (sizing and forecasting);
Experience building intraday curves;
Advanced Excel;
Strong analytical skills and critical thinking;
Experience with operational metrics (AHT/TMO, SL, capacity, volume).

Benefits

Comp & perks

Transportation allowance;
Meal and/or food allowance;
Life insurance;
Funeral assistance;
Childcare support / assistance for children with disabilities;
Product discounts;
Dental coverage;
Health insurance;
Discounts on gyms / 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

capacity planningvolume forecastingAHTTMOoperational metricsadvanced Excelintraday curvesanalytical skillscritical thinking

Soft Skills

communicationorganizational skills

Certifications

Bachelor's degree