Job detail for Mid-level Planning Analyst – Capacity & Forecast

Company description

Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity employer and affirmative action employer.

Job description

We are looking for a Mid-level Planning Analyst to join our Planning team, focusing on capacity management, forecasting, and performance of customer service operations.

We are looking for a professional with an analytical, organized, and data-driven profile who has experience in multichannel service environments and is capable of transforming operational information into analyses that support decision-making and the proper sizing of operations.

**Key **

Prepare and monitor Capacity Planning studies, considering demand, installed capacity, productivity, service levels, and operational needs;

Develop and monitor demand forecasts for service channels, identifying trends, seasonality, and variances between forecast and actuals;

Perform sizing and capacity analysis for inbound service operations, covering Voice, Email, and digital channels;

Monitor and analyze operational indicators, such as SLA, AHT, Productivity, Absenteeism (ABS), volumes, capacity, and performance;

Identify performance variances and perform root cause analyses, proposing actions and recommendations to improve results;

Build scenarios and simulations to support decisions related to capacity, productivity, demand, and service levels;

Track adherence between forecasted demand, planned capacity, and actual results;

Prepare reports, dashboards, and management analyses that provide visibility into the operation's key indicators;

Work in partnership with operational areas and other stakeholders, supporting discussions and decisions related to planning and performance;

Identify opportunities for improvement and automation of the area's processes and controls.

Requirements

Experience in Operations Planning / Workforce Management (WFM), preferably in customer service environments;

Solid knowledge of Capacity Planning and Forecasting;

Experience with inbound operations planning and multichannel environments, including Voice, Email, and digital channels;

Knowledge of key service indicators, such as SLA, AHT, Productivity, and Absenteeism;

Knowledge and experience with tools and environments such as Avaya, IVR, and Zendesk;

Ability to perform data analysis, identify variances, and establish cause-and-effect relationships;

Advanced Excel, including mastery of formulas, pivot tables, handling large volumes of data, and building analyses;

Strong analytical skills, logical reasoning, and attention to detail;

Good communication and ability to translate technical analyses into clear information for different audiences.

Knowledge that will be considered a plus

Python, especially for data analysis and routine automation;

Knowledge of databases and SQL;

Experience with Power BI, creating dashboards and indicators;

Experience with process automation and handling large volumes of data;

Knowledge of Workforce Management methodologies and tools.

Profile we are looking for

We are looking for someone who is curious and comfortable working with numbers, but who goes beyond just building reports. We expect a professional capable of understanding operational behavior, questioning results, identifying causes, anticipating risks, and transforming data into business recommendations.

It is important to have the autonomy to conduct analyses, the organization to handle different demands, and the ease to interact with operational areas and other stakeholders.

If you enjoy planning, data, analysis, and understanding how demand, capacity, and performance connect to generate better results, this opportunity might be for you.

Additional information

Serasa Experian is much more than you imagine. With the purpose of creating a better future by expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, every piece of knowledge and diversity complements each other and you can work on what you love most. We are committed to building an inclusive culture and an environment in which people can balance their careers with their personal commitments and interests, prioritizing well-being.

We are very dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we have been awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right track, providing an increasingly better work environment for our talent.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here