CAIXA Residencial

Senior Planning, MIS & Controls Analyst – Contact Center

CAIXA Residencial

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Senior

Tech Stack

SQL

About the role

  • Lead advanced data analyses and develop strategic and executive dashboards;
  • Perform statistical modeling for demand forecasting, staffing and operational simulations;
  • Create and publish staffing schedules/rosters;
  • Monitor operations in real time and implement actions to improve Service Level;
  • Workforce capacity planning and shift sizing;
  • Short-, medium- and long-term forecasting;
  • Schedule vacations, days off, holidays and training for contact center teams;
  • Plan contact center layout and agent positioning (PA);
  • Perform testing and daily management of the IVR system;
  • Identify opportunities for continuous improvement in processes, systems and performance indicators;
  • Ensure governance and consistency of operational data;
  • Support and mentor more junior analysts and serve as the technical reference for the area;
  • Actively participate in multidisciplinary projects and develop action plans with management;
  • Collaborate with other departments to evolve monitoring and reporting solutions.

Requirements

  • Solid experience in MIS, Business Intelligence, Planning or Contact Center Performance areas;
  • Analytical profile, attention to detail and strong communication skills;
  • Clear information delivery to both operational teams and leadership;
  • Teamwork: ability to collaborate with different areas (Operations, HR, IT) and contribute to joint solutions;
  • Proactivity: anticipate problems, propose improvements and act without waiting for instructions;
  • Organization and time management: essential to handle multiple demands, deadlines and reports;
  • Systemic view: understand the impact of decisions across the operation and on strategic KPIs;
  • Adaptability: flexibility to handle changes in strategy, tools and priorities;
  • Analytical problem-solving: interpret data, identify root causes and propose corrective actions;
  • Interpersonal skills: build strong relationships with peers, leaders and internal clients;
  • Proven experience in Contact Center Planning or large-scale operations;
  • Advanced Excel proficiency;
  • Experience updating and maintaining existing reports, ensuring data integrity;
  • Ability to lead complex analyses and present strategic insights;
  • Excellent logical reasoning, proactivity and a results-oriented profile;
  • Bachelor’s degree in Business Administration, Engineering, Statistics, IT, Economics or related fields;
  • Proficiency in Power BI and SQL;
  • Experience creating interactive dashboards and custom reports using Power BI;
  • Ability to connect, transform and model data from multiple sources (Excel, SQL, SharePoint, etc.);
Benefits
  • SulAmérica Health Insurance
  • SulAmérica Dental Insurance
  • Life Insurance
  • Caixa Residencial 'Cuida' (Care) program
  • Medication reimbursement
  • Private pension plan
  • Family funeral assistance
  • Food allowance (Vale Alimentação)
  • Meal voucher (Vale Refeição)
  • Christmas hamper
  • Transportation voucher
  • 14th-month benefit (additional end-of-year basket)
  • Extended maternity leave: 180 days
  • Extended paternity leave: 20 days
  • Childcare or nanny allowance
  • Support for children with disabilities
  • Home insurance with exclusive employee discount
  • Weekly on-site quick massage (once a week at the facility)
  • Weekly on-site workplace exercise session (once a week at the facility)
  • Daily breakfast provided
  • TotalPass
  • Day Off
  • APCEF
  • Performance-based bonus (PPR) linked to individual and company goals
  • Caixa University
  • Educational incentive
Applicant Tracking System Keywords

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

Hard Skills & Tools
statistical modelingdemand forecastingworkforce capacity planningshift sizingdata analysisdata integrityadvanced ExcelPower BISQLinteractive dashboards
Soft Skills
analytical profileattention to detailstrong communication skillsteamworkproactivityorganizationtime managementadaptabilityanalytical problem-solvinginterpersonal skills
Certifications
Bachelor’s degree in Business AdministrationBachelor’s degree in EngineeringBachelor’s degree in StatisticsBachelor’s degree in ITBachelor’s degree in Economics