Middle Planning Analyst

Description

Job Summary: We are seeking a Middle Planning Analyst to ensure comprehensive planning for the Customer Service Management operations, optimizing costs and ensuring service level compliance. Key Highlights: 1. Boost your talent with new experiences and challenges. 2. Lead the planning of Customer Service operations. 3. Be part of the digital transformation at a leading company. If you seek to boost your talent with new experiences and challenges that push you to always aim higher—this is your opportunity! Join the best team and excel with your talent as a **Middle Planning Analyst**. **Your primary objective will be:** To ensure comprehensive planning of the Customer Service Management operations through appropriate demand forecasting, resource sizing, capacity management, and efficiency control—ensuring service level compliance, cost optimization, and efficient resource utilization. **How will you achieve this?** * Forecast contact demand using statistical models, considering trends, seasonality, and business drivers, ensuring continuous improvement in forecast accuracy. * Size and plan operations (FTEs, shifts, and schedules) based on service levels and operational variables, coordinating staffing needs and optimizing coverage and resource allocation. * Monitor operational execution and capacity, tracking key performance indicators (SLA, AHT, occupancy, shrinkage, adherence), and managing timely adjustments in collaboration with the Real-Time team. * Ensure operational and financial efficiency by aligning resource sizing with budget constraints, identifying cost-optimization opportunities, and evaluating overall productivity and performance. Generate executive reports and analyses with actionable insights, promoting automation and continuous improvement, as well as developing strategic initiatives and contingency plans. * **What do we require from you?** * Bachelor’s degree in Industrial Engineering, Statistics, Economics, Business Administration, or related fields. * 2–4 years of experience in contact center planning or similar analytical roles, with focus on resource sizing and capacity planning. * Advanced Excel skills and experience with WFM tools (Genesys, Avaya, NICE, or similar), plus knowledge of SQL, Power BI, or other data analytics tools. * Proficiency in forecasting models and key contact center metrics (SLA, AHT, shrinkage, occupancy, adherence, forecast accuracy), with ability to perform analysis, scenario simulation, and data-driven decision-making. * Preferred: specialization or knowledge in continuous improvement methodologies (Lean, Six Sigma, or COPC). **What do we offer you at Interbank?** * Development opportunities: growth paths and upskilling/reskilling tools at Interbank and across all companies within the Intercorp Group. * The chance to be part of the digital transformation of one of Peru’s most important companies. **Apply now and join a team that always aims higher!** At Interbank, we are committed to equal opportunity. All applicants will be considered without regard to ethnic origin, gender, age, marital status, sexual orientation, religion, disability, nationality, or economic condition. Everyone is welcome!