Planning Supervisor

Fácil Assist

Supervisor de Planejamento na Fácil Assist, analisando resultados operacionais e liderando o time. Impactando a vida de milhares por meio de assistência 24h.

Posted 6/24/2026full-timeSão Bernardo do Campo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Analyze operational results (D-1), monitoring indicators such as service level, answered calls, abandonment and absenteeism, identifying deviations and their causes.
Compare actuals versus plan, ensuring forecast accuracy and proposing adjustments as needed.
Monitor the operation in real time, tracking volume, queues and performance, ensuring compliance with service levels.
Ensure adherence to operational schedules, taking preventive and corrective actions in case of deviations, working directly with operational leadership.
Conduct intraday management, updating performance reports, analyzing productivity and reforecasting according to the scenario.
Work together with operational leaders, advising on necessary adjustments to meet targets and priorities.
Assess internal and external impacts on the operation, such as system outages, campaigns and process changes.
Consolidate daily results, preparing management reports and contributing to root-cause analyses and continuous action plans.
People management and development.

Requirements

What you’ll need

Bachelor's degree (Business Administration, Engineering, Statistics, Economics or related fields)
Previous experience with schedule planning, forecasting and volume analysis
Experience managing or leading a team (direct or indirect)
Experience in call center operations (contact handling or planning)
Advanced Excel skills (pivot tables, formulas, dashboards)
Experience with WFM tools such as Genesys, NICE, Aspect, Verint, etc.
Basic knowledge of data analysis and SQL (a plus)
Knowledge of call center KPIs: TMA (Average Handling Time - AHT), TME (Average Wait Time - AWT), NS (Service Level), adherence, absenteeism, forecast
Experience with 24-hour assistance/insurance services (a plus)

Benefits

Comp & perks

Medical insurance
Dental insurance
Meal or food allowance
Transportation voucher
Profit-sharing (PLR)
Birthday day off
Childcare subsidy or babysitter allowance
Life insurance
Internal opportunity program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

schedule planningforecastingvolume analysispeople managementdata analysisSQLadvanced Excelpivot tablesformulasdashboards

Soft Skills

leadershipcommunicationanalytical thinkingproblem-solvingcollaborationadaptabilityorganizational skillsattention to detailtime managementroot-cause analysis

Certifications

Bachelor's degree