Brazil
C6 Bank
Indra Group
Senior SAP SAC Planning Consultant
Brazil
Brazil
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About the opportunity
Act in the strategic and operational planning of customer service activities, ensuring adequate team sizing, resource optimization, and monitoring of indicators for continuous improvement of the customer experience.
Activities
- Perform forecasts of service volumes across voice, chat, email, WhatsApp, and social media channels.
- Develop and review short, medium, and long-term capacity planning.
- Size teams using Workforce Management (WFM) methodologies.
- Monitor adherence, productivity, and occupancy indicators for operations.
- Analyze trends, seasonality, and demand behavior.
- Build dashboards and executive reports to support management.
- Monitor compliance with SLAs and KPIs defined by the client.
- Identify opportunities for process automation and optimization.
Technical Requirements
- Advanced knowledge in SAP SAC Planning.
- Advanced knowledge in SAP BusinessObjects Dashboard.
- Advanced knowledge in SQLScript for SAP HANA.
- Experience in demand forecasting and capacity planning.
- Knowledge of Workforce Management (WFM) methodologies and team sizing.
- Experience in monitoring operational indicators, SLAs, and KPIs.
- Experience in building dashboards, executive reports, and analyzing trends and seasonality.
Mandatory Academic Background
- Completed undergraduate degree, proven by diploma or certificate of completion.
The degree can be in any field, with a degree in Information Technology or related areas being desirable.
Desirable Knowledge
No additional technical knowledge was specified as a differential in the provided description.
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