Winover Contact Center

Senior Planning Analyst – Collections Contact Center

Winover Contact Center

full-time

Posted on:

Location Type: Hybrid

Location: São José dos Campos • Brazil

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Job Level

Senior

Tech Stack

SQL

About the role

  • Develop actions aimed at maximizing results, for example determining a specific delinquency range for a customer in a given region where commission is higher.
  • Design strategies focused on optimizing company billing and supervise the Assistant in system configuration so the strategies are implemented.
  • Provide strategies to minimize financial impacts for the company and the customer.
  • Develop and design billing strategies and competition rankings among competitors/agencies using the PDCA (Plan/Do/Check/Act) methodology.
  • Define and monitor the dialing strategies for the outbound operations under your responsibility, preparing statistical studies of the data collected by the dialers used by the company in order to maximize and enhance sales strategies.
  • Promote proven methodologies in process redesign to increase operational efficiency and business performance of the operations.
  • Monitor the performance of the operation's key processes and develop market segmentation strategies based on the target audience.
  • Prepare analytical base studies (mailings) focused on CRM and campaign effectiveness.
  • Manage data and information to measure the efficiency of actions applied in operations under the PDCA (Plan/Do/Check/Act) strategy.
  • Verify and confirm receipt of files by the client and interact with operations to request strategy changes.
  • Reports and Metrics
  • Present management results.
  • Monitor indicators with a focus on results.

Requirements

  • Bachelor's degree.
  • Strong experience in Strategic Planning.
  • Experience in collections contact center companies.
  • Advanced proficiency in Excel, Power BI, SQL, dialers (Olos, Genesys and Aspect) and automation tools.
  • Ability to build predictive models, scenarios, behavioral analyses and forecasts.
  • Structured process thinking, critical interpretation of metrics and the ability to turn data into action.
  • Mature profile, with a sense of urgency, technical accuracy and an executive demeanor.
  • Ability to navigate between operations, technology and executive leadership, with clear communication.
  • Experience in continuous improvement projects, applied artificial intelligence and high-pressure environments.
Benefits
  • Medical assistance;
  • Dental assistance;
  • Discounts at partner pharmacies;
  • Meal allowance;
  • Transportation voucher;
  • Childcare assistance;
  • Partnerships with universities, technical schools and language schools.
Applicant Tracking System Keywords

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

Hard Skills & Tools
strategic planningcollectionspredictive modelingbehavioral analysisdata analysisprocess redesignfinancial impact analysisstatistical studiescampaign effectivenesscontinuous improvement
Soft Skills
critical thinkingcommunicationsense of urgencytechnical accuracyexecutive demeanorstructured process thinkinginterpersonal skillsleadershipadaptabilityproblem-solving
Certifications
Bachelor's degree