**Company Description:** We are Entel Connect Center. Our purpose is to help transform users' experiences by integrating technologies, processes, and close-knit people, contributing to the development of your business and society. We are looking for people who feel as the customer does, who inspire and mobilize, leading changes with excellence in results. **Job Mission:** To independently, objectively, and in an advisory capacity, contribute to achieving institutional objectives, **Job Functions:** 1. Analyze the results of its metrics, forecast accuracy, shrinkage factors, and scheduling quality. 2. Develop call forecasts and everything related to service resource planning. 3. Normalize data extracted from the system upon request, controlling its correct allocation and logic. 4. Monitor tracking of systems used within the company, providing necessary feedback to each responsible area and enforcing service levels to ensure greater operational continuity for the department. 5. Analyze, plan, and schedule required shifts per service to optimally meet these forecasts, ensuring compliance with contractual commitments and guaranteeing optimal resource utilization. 6. Propose, based on trends, optimizations in services in order to reduce costs and present to the internal client sizing and modeling for the corresponding period. 7. Provide input on variables for the annual budget. 8. Perform quantitative analysis to determine staffing needs required to achieve service objectives, considering forecasted patterns. 9. Monitor Real-Time Performance Manager indicators, evaluate performance, and provide respective feedback. 10. Participate in meetings with platform management to evaluate service indicators. 11. Prepare and deliver reports for personnel payroll under their responsibility and administrative matters, according to established procedures. 12. Comply with the company's OSH policies and regulations. 13. Ensure compliance with the requirements established in the Quality Management System. 14. Carry out any other activities inherent to the position, as well as those assigned by their immediate supervisor **Requirements:** Graduate in Business Administration, Industrial Engineering, Systems, or related fields. Intermediate/advanced office software skills At least 7 to 12 months of experience **Offer Conditions:**