Planning Analyst, Mid-level

Stefanini Brasil

Planning Analyst creating operational indicators for call center focused on service and claims operations. Collaborating on forecast models and capacity planning ensuring service levels.

Posted 5/7/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Create operational call center indicators, focusing on service and claims operations.
Forecast modeling: develop demand forecasts (call/chat volume) using time-series methods and identify seasonality, holidays, and growth trends.
Capacity planning: calculate staffing requirements for Voice and Chat, ensuring a balance between service level and operating cost.
Variance analysis: identify root causes when Actuals deviate from Forecasts.
Monitoring critical KPIs: Service Level (e.g., 80/30) — ensure targets are met consistently; Abandonment and Average Wait Time (AWT) — monitor customer patience and queue responsiveness; Average Handling Time (AHT) — understand how interaction complexity affects team availability.

Requirements

What you’ll need

Bachelor's degree completed or in progress in Business Administration, Accounting, Economics, or related fields.
Advanced Excel skills and experience with data analysis tools (such as Looker, Power BI, or Tableau).
Experience with operational targets and cost management.
Solid experience with call center operational metrics, with a focus on service and claims operations.
Strong communication and logical reasoning skills.

Benefits

Comp & perks

Meal allowance or meal voucher
Discounts on courses, universities, and language schools
Stefanini Academy — platform with free, up-to-date online courses and certificates
Mentoring
Benefit club for medical consultations and exams
Health insurance
Dental care
Discount and perks club at top establishments
Travel club
Pet care benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

forecast modelingtime-series methodscapacity planningvariance analysisdata analysiscall center operational metricsservice levelabandonment rateaverage wait timeaverage handling time

Soft Skills

strong communicationlogical reasoning