Workforce Management & Capacity Planning Analyst

We are looking for a highly organized and analytical Workforce Management & Capacity Planning Analyst to join the Operations team at Voy, one of the leading health tech companies in the market. This role is responsible for planning and managing the schedules of the Customer Support teams.

You will ensure that teams are properly staffed to meet demand, balancing efficiency, fairness, and service quality. You will work closely with agents, team leads, the capacity management team, and service and clinical leadership to keep day-to-day operations running smoothly and to anticipate future needs. The ideal candidate combines strong communication skills with excellent organization and a drive to continuously improve the way teams work.

Key Responsibilities

Scheduling and Rostering

- Coordinate and manage the schedules of customer support agents, ensuring optimal use of resources

- Monitor real-time queue performance and reallocate team capacity as needed

- Serve as the point of contact for scheduling questions, providing support and solutions when conflicts arise

- Maintain accurate and up-to-date records of schedules, shifts, absences, and staffing changes

- Manage employee absences

Capacity Planning

- Develop and maintain scheduling systems to ensure efficient resource allocation, minimizing idle time and maximizing productivity

- Anticipate demand fluctuations and proactively adjust schedules according to business needs

- Produce periodic reports on scheduling efficiency, capacity utilization, and challenges encountered

- Work with the capacity management team to analyze contact forecasts, staffing models, and demand patterns, supporting scheduling decisions

Collaboration and Communication

- Work closely with support teams and area leaders to gather scheduling preferences and align resources with each team’s priorities

Technology and Process Automation

- Administer and optimize scheduling tools and workforce management systems, such as Assembled

- Ensure data accuracy and integrity across scheduling systems

- Identify opportunities to automate and streamline scheduling workflows

Requirements

Location

- Must be based in São Paulo or Rio de Janeiro (hybrid work model)

Experience

- Experience with scheduling, resource planning, or workforce management is a plus (for example, in customer support, healthcare, or operations), but we also consider candidates who demonstrate strong coordination, analytical, and prioritization skills

Language

- Advanced English (written and spoken) is a mandatory requirement, as there will be frequent interaction with international teams and leadership

Skills and Competencies

- Strong organization and time management, with the ability to handle multiple tasks simultaneously

- Excellent written and verbal communication skills to engage with internal and external stakeholders

- Strong problem-solving skills and the ability to resolve scheduling conflicts quickly and efficiently

- Solid analytical skills and proficiency in Excel/Google Sheets, with experience in workforce management tools or scheduling platforms

- Ability to work in a fast-paced environment and manage competing priorities

- Proactive, solutions-oriented mindset with a focus on continuous improvement