Contact Center Planning & Analytics Senior Manager

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.

Responsibilities

• Lead workforce planning, forecasting, capacity planning, scheduling, and resource optimization, developing short-, medium-, and long-term plans based on demand, seasonality, service requirements, and business growth.
• Identify staffing gaps, capacity risks, and resource requirements, and partner with Operations, HR, and Finance to translate workforce plans into hiring, budgeting, and staffing decisions.
• Own the Contact Center performance management and KPI framework, monitoring key metrics such as Service Level, Occupancy, Productivity, Adherence, Shrinkage, AHT, and staffing efficiency.
• Lead business and performance analytics to identify trends, root causes, performance drivers, and opportunities, translating complex data into clear business insights and actionable recommendations for leadership.
• Develop forward-looking analyses, scenarios, dashboards, and management reports to support operational and strategic decision-making, including productivity, cost, service levels, customer contact drivers, and operational efficiency.
• Partner with senior leadership to develop departmental strategies and translate business objectives into clear priorities, initiatives, KPIs, ownership, and measurable outcomes.
• Lead cross-functional continuous improvement and strategic initiatives focused on productivity, service quality, customer experience, efficiency, cost effectiveness, process redesign, and technology adoption.
• Monitor industry trends, emerging customer operations models, technologies, and best practices, while evaluating and driving practical applications of AI tools, AI Agents, automation, and emerging technologies across planning, analytics, decision-making, and operations.
• Lead and develop teams across Planning, Analytics, QA, Training, and related capabilities, prioritize resources based on business impact, and communicate insights, risks, recommendations, and strategic initiatives to senior stakeholders across Operations, HR, Finance, BI/Data, Product, and Technology.

Requirements

• 7–10+ years of relevant experience in Contact Center, Customer Operations, Workforce Management, Business Analytics, Business Planning, Strategy, or related fields, with at least 3 years of experience in people management or leadership.
• Strong experience in Workforce Planning, Forecasting, Capacity Planning, Scheduling, and Performance Management, with a strong understanding of Contact Center KPIs including Service Level, Occupancy, Productivity, AHT, Adherence, Shrinkage, and Cost.
• Strong analytical and business problem-solving skills, with a demonstrated ability to turn complex data, performance trends, and business information into business insights, strategic recommendations, and actionable plans.
• Strong understanding of AI tools, AI Agents, automation, analytics technologies, and emerging industry trends, with the ability to evaluate their business applications and drive practical adoption.
• Strong leadership, communication, and stakeholder management skills, with proven experience leading cross-functional initiatives and influencing senior stakeholders; experience in e-commerce, marketplace, delivery, technology, or other high-volume customer operations is a plus.
• Bachelor's degree in Business Administration, Industrial Engineering, Economics, Data Analytics, Statistics, or a related field; Master's degree is preferred.

Benefits

·        Vouchers for Vacations, Gym, Therapy Sessions

·        Educational platform of advanced courses

·        Complementary Insurance

·        Snappfood’s Discount codes

·        Loans