Bilingual Planning Analyst (WFM — Workforce Management) at Llamapixel Gaming S.A.C.

Lima, Lima, Peru -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

0.0

Posted On

10 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Forecasting, Scheduling, Intraday Management, Time-Series Analysis, Scenario Planning, Zendesk WFM, Excel, Google Sheets, Data Hygiene, Communication, Capacity Modeling, KPI Analysis, SLA Management, Bilingualism

Industry

Telephone Call Centers

Description

LlamaPixel is a company specialized in providing strategic support for the iGaming industry. We deliver top-tier, 24/7 customer support to Spanish-speaking users across multiple countries in Latin America, within a dynamic, collaborative, and highly technological environment. We are currently looking for a Bilingual Planning Analyst to lead a high-performing team at our new LATAM CS Hub in Lima. If you are passionate about developing talent, working with performance indicators, and making a real impact on the customer experience, this opportunity is for you. About the Role Own the demand and supply planning that powers our LATAM and BrazilianCustomer Service operation. You will forecast contact volumes, translate plans into optimal schedules/rotas, and provide real-time support to keep SLA on track. This role blends analytical rigor with clear communication and close partnership with Operations and Control Desk. Key Responsibilities Forecast contact volume and staffing requirements by channel (chat/email) across horizons (weekly, monthly, quarterly), using historical trends, event calendars, and business inputs. Develop and optimize work schedules/rotas that balance SLA, occupancy, and employee experience; manage PTO planning and shift bids where applicable. Monitor workforce performance in real time with Control Desk and Supervisors; recommend intraday actions (OT, VTO, swaps, coaching freezes). Analyze WFM KPIs (adherence, absenteeism, occupancy, shrinkage) and produce insights with clear actions and owners. Collaborate with operations management on hiring plans, training classes, nesting, and ramp profiles; align on staffing risks and mitigation. Utilize Zendesk WFM feature and other tools to create reports and dashboards; automate routine reporting and maintain data hygiene (reason codes, calendars, skills). Develop capacity models for growth, including long‑term headcount, facility seats, and tool licensing; provide scenario planning and sensitivity analyses. KPIs & Quality Expectations Forecast accuracy (MAPE/WAPE) by interval/day/week within targets. Schedule efficiency and coverage fit (interval match, understaffing/overstaffing minutes). Adherence, occupancy, and shrinkage within targets; controllable shrinkage trend down. SLA attainment with minimal OT/VTO; timely intraday interventions documented. On-time delivery and accuracy of WFM reports and hiring/capacity plans. Data integrity in calendars, skills, schedules, and agent profiles. Qualifications & Skills Spanish: Native; English: Advanced/Fluent. 2+ years in Workforce Management (forecasting/scheduling/intraday) in contact centers; chat/email experience required. Strong analytical skills; comfortable with time-series concepts, seasonality, and scenario planning. Tooling: WFM platforms and Zendesk WFM module). Data skills: Excel/Google Sheets (pivots, lookups); solid data hygiene discipline. Clear written and verbal communication; ability to partner with Supervisors, Control Desk, Training, and HR on staffing plans. Work Setup & Schedule On-site presence in our Lima operations hub with secure connectivity and controlled access. Primarily business hours with flexibility for peaks, launches, and month-end/quarter-end; occasional support for off-hours events. EPS 100% covered Food card Company-provisioned workstation, WFM tooling access, dashboards, and collaboration suites. Growth & Culture Build deep planning expertise and become a strategic partner to Operations. High performers can progress to Senior WFM Analyst, Capacity Planner, or WFM Lead roles, with exposure to network‑level planning as we scale.

Responsibilities

The analyst will own demand and supply planning for the LATAM Customer Service operation by forecasting contact volumes and translating plans into optimal schedules, while providing real-time support to maintain SLA targets. Key duties include monitoring workforce performance, analyzing WFM KPIs, and collaborating with operations on hiring and capacity planning.