{"id":3299260,"url":"https://alion.io/job/voy-workforce-management-capacity-planning-analyst","title":"Workforce Management & Capacity Planning Analyst","company":{"id":1985094,"name":"Voy","domain":"joinvoy.com","url":"https://alion.io/company/joinvoy","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"HR","role_family":"HR","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["São Paulo, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":true}],"status":"live","first_seen_at":"2026-10-26T20:41:37Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-03T08:46:57Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"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.\nYou 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.\nKey Responsibilities\nScheduling and Rostering\nCoordinate and manage the schedules of customer support agents, ensuring optimal use of resources\nMonitor real-time queue performance and reallocate team capacity as needed\nServe as the point of contact for scheduling questions, providing support and solutions when conflicts arise\nMaintain accurate and up-to-date records of schedules, shifts, absences, and staffing changes\nManage employee absences\nCapacity Planning\nDevelop and maintain scheduling systems to ensure efficient resource allocation, minimizing idle time and maximizing productivity\nAnticipate demand fluctuations and proactively adjust schedules according to business needs\nProduce periodic reports on scheduling efficiency, capacity utilization, and challenges encountered\nWork with the capacity management team to analyze contact forecasts, staffing models, and demand patterns, supporting scheduling decisions\nCollaboration and Communication\nWork closely with support teams and area leaders to gather scheduling preferences and align resources with each team’s priorities\nTechnology and Process Automation\nAdminister and optimize scheduling tools and workforce management systems, such as Assembled\nEnsure data accuracy and integrity across scheduling systems\nIdentify opportunities to automate and streamline scheduling workflows\nRequirements\nLocation\nMust be based in São Paulo or Rio de Janeiro (hybrid work model)\nExperience\nExperience 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\nLanguage\nAdvanced English (written and spoken) is a mandatory requirement, as there will be frequent interaction with international teams and leadership\nSkills and Competencies\nStrong organization and time management, with the ability to handle multiple tasks simultaneously\nExcellent written and verbal communication skills to engage with internal and external stakeholders\nStrong problem-solving skills and the ability to resolve scheduling conflicts quickly and efficiently\nSolid analytical skills and proficiency in Excel/Google Sheets, with experience in workforce management tools or scheduling platforms\nAbility to work in a fast-paced environment and manage competing priorities\nProactive, solutions-oriented mindset with a focus on continuous improvement","description_format":"text","description_chars":3199,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Hybrid 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