Planning Specialist

Job Description

Wellhub, formerly Gympass, is seeking a Planning Specialist to join its Customer Experience team in São Paulo. This role involves creating access to WFM tools, managing licenses, maintaining schedules, and serving as a focal point for outsourced teams. The Planning Specialist will work with projections, prepare schedules, and analyze service coverage, making necessary adjustments. They will also build analyses to anticipate risks and quantify reasons for SLA loss.

Responsibilities include:

• Mapping and improving processes for creating schedules.
• Serving as an internal focal point for escalation issues.
• Analyzing schedules and providing visibility on opportunities and adjustments.
• Providing performance analysis on adherence, productivity, and occupancy.
• Leading the medium-term team and driving new tool features.
• Providing ideas to improve schedule efficiency.

The ideal candidate should have:

• Solid knowledge of arrival pattern analysis.
• Experience in creating and maintaining roster rotation cycles.
• Strong problem-solving skills and ability to analyze data.
• Advanced knowledge of MS Excel or Google Sheets.
• Experience with demand forecasting and team sizing.
• Experience in Zendesk ecosystem is desirable.
• Ability to work autonomously and collaborate.
• Excellent communication skills.
• Advanced English is mandatory.
• Knowledge of SQL and Python is a plus.

Wellhub offers:

• Health, dental, and life insurance.
• Flexible work options (hybrid and remote).
• Home office stipend and monthly flexible work allowance.
• Flexible schedule.
• Access to Wellhub benefits.
• Paid time off and parental leave.
• Career growth opportunities.
• Supportive culture.