Flash

Performance & Insights Manager – Planning

Flash

full-time

Posted on:

Location Type: Hybrid

Location: Brazil

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Tech Stack

ErlangSQL

About the role

  • People Development: Lead and develop the Performance Analysts and Planning teams, fostering a culture of high performance, autonomy, solution orientation and customer centricity
  • Performance Management and Dashboards: Lead the design, evolution and maintenance of CX KPIs, ensuring visualization tools (dashboards) accurately reflect operational health and business results
  • Data & Insights Culture: Act as the primary intelligence hub, analyzing customer behavior trends and patterns to identify friction points and improvement opportunities across the journey, always evaluating effort versus impact
  • Storytelling and Executive Reporting: Consolidate and present results in executive forums, translating complex data into strategic narratives and clear action plans for different organizational levels
  • Capacity Planning (WFM): Ensure accuracy in volume modeling (forecasting) and team sizing (capacity planning), proposing structures that balance service levels and financial efficiency
  • Service Innovation: Propose and model new service formats and structures that maximize efficiency and customer satisfaction
  • Financial Management: Control the area's budget (Budget vs. Actual), monitor cost lines and identify saving opportunities without compromising the customer experience
  • Stakeholder Management: Collaborate actively with Operations, Operational Excellence and other business teams to design strategies aimed at continuous CX improvement
  • Lead by Example: Support the resolution of complex problems, providing technical support to the team on analysis, development or modeling bottlenecks whenever necessary

Requirements

  • Leadership Experience: Experience managing analytical and/or planning teams within CX structures
  • Advanced Analytical Skills: Experience with BI tools and data manipulation (SQL is a significant advantage)
  • CX Metrics Management: Proficiency with CX indicators (e.g., Productivity, CSAT, NPS, FCR, SLA, Average Resolution Time)
  • Expertise in Planning (WFM): Deep knowledge of demand forecasting methodologies, Erlang C, and scheduling/staffing management
  • Education: Bachelor's degree in Engineering, Business Administration, Economics, Statistics, or related fields
Benefits
  • Flash Card (the beloved pink card!) with flexible benefits: meal, grocery, transportation, health, education, culture and wellness
  • Health insurance
  • Life insurance
  • Extended maternity and paternity leave + childcare assistance
  • Day off on your birthday 🎂
  • Hybrid and flexible work model + home office allowance + in-office experiences
  • Exclusive discounts with partners through the Flash app
  • TotalPass
Applicant Tracking System Keywords

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

Hard Skills & Tools
SQLBI toolscapacity planningdemand forecastingErlang Cdata manipulationCX KPIsperformance managementbudget managementservice innovation
Soft Skills
leadershipstakeholder managementproblem solvingcommunicationstorytellingcollaborationcustomer centricitysolution orientationanalytical thinkingorganizational skills