Planning Specialist

Summary

Join Wellhub's Customer Experience team in São Paulo as a Planning Specialist. This role involves managing workforce management (WFM) tools, controlling licenses for CX tools, maintaining internal team schedules, and acting as a focal point for outsourced teams. You will work with projections, create schedules, and be a key liaison with stakeholders. Responsibilities include analyzing service coverage, identifying risks, and improving scheduling processes. The position requires strong analytical skills, experience with scheduling and roster rotation, and advanced knowledge of Excel or Google Sheets. Advanced English is mandatory. Wellhub offers a comprehensive benefits package including health insurance, flexible work options, paid time off, parental leave, and professional development opportunities.

Requirements

• Solid knowledge of arrival pattern analysis
• Strong experience in creating and maintaining roster rotation cycles, respecting legislation and guaranteeing the percentage of staff correctly scheduled for each day
• A true team player with strong problem solving skills capable of working with numbers, workflows, worksheets and makes magic by analysing data and finding new opportunities
• Advanced knowledge of MS Excel or Google Sheets
• Previous experience with deep analysis of volumes of demand, making forecasts and sizing the proper number of people in the teams to handle demand
• Ability to work autonomously and collaborate in a team environment
• Comfortable managing internal and external stakeholders
• Excellent and clear communication skills able to communicate complex issues with simple statements at all levels (from supervisors to senior executives)
• Advanced English is mandatory

Responsibilities

• Create access to WFM tools and help control licenses for other tools that CX uses on its operation
• Maintain the schedules of internal teams and be a focal point for outsourced teams
• Work with projections made by the capacity team, preparing schedules in the best possible way
• Be a great interlocutor with the company's main stakeholders
• Analyze and criticize service coverage, asking for adjustments both internally and externally on the BPO teams
• Build analyses that point out and anticipate risks based on current performance and future escalations, as well as analyzing offenders in D-1 and quantifying each reason for SLA loss or “overrun”
• Be active in mapping and improving the processes of creating schedules and good practices for the area
• Be an internal focal point for escalation issues and for external teams (BPOs)
• Anticipate risks: Analyze the schedule generated, provide visibility in a daily basis of how it will be, what opportunities it will have and engage the teams to adjust
• Provide performance analysis: Main offenders of adherence, productivity, occupancy, separated by reason
• Lead the medium-term team and drive new features of the tool for deployment
• Provide ideas and solutions to improve efficiency for schedules according to the arrival pattern
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance

Preferred Qualifications

• Experience in this Zendesk ecosystem is desirable - manage tickets, monitor escalations and maintenance via tymeshift
• Knowledge of SQL and Python is a plus

Benefits

• Health, dental, and life insurance
• At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home
• Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs
• We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted
• Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday
• Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave
• Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development
• An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day