Job description
Your wellbeing matters. Join a company that cares.
GET TO KNOW US
Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.
*Big news: Gympass is now Wellhub!
We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a “pass for gyms” to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here.
THE OPPORTUNITY
We are hiring a Planning Specialist to our Customer Experience team in São Paulo.
This position is intended to be part of the CX Planning team, responsible for creating access to WFM tools, helping to control licenses for other tools that CX uses on its operation, maintaining the schedules of internal teams and being a focal point for outsourced teams. Medium-term and real time position: You will work with projections made by the capacity team, preparing schedules in the best possible way. You will be a great interlocutor with the company’s main stakeholders. You will be expected to analyze and criticize service coverage, asking for adjustments both internally and externally on the BPO teams. The objective will also be to build analyses that point out and anticipate risks based on current performance and future escalations, as well as analyzing offenders in D-1 and quantifying each reason for SLA loss or “overrun”
YOUR IMPACT
- Being active in mapping and improving the processes of creating schedules and good practices for the area.
- Being an internal focal point for escalation issues and for external teams (BPOs).
- Anticipate risks: Analyze the schedule generated, provide visibility in a daily basis of how it will be, what opportunities it will have and engage the teams to adjust.
- Provide performance analysis: Main offenders of adherence, productivity, occupancy, separated by reason.
- Lead the medium-term team and drive new features of the tool for deployment.
- Provide ideas and solutions to improve efficiency for schedules according to the arrival pattern.
- Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance.
WHO YOU ARE
- Solid knowledge of arrival pattern analysis.
- Strong experience in creating and maintaining roster rotation cycles, respecting legislation and guaranteeing the percentage of staff correctly scheduled for each day.
- A true team player with strong problem solving skills capable of working with numbers, workflows, worksheets and makes magic by analysing data and finding new opportunities.
- Advanced knowledge of MS Excel or Google Sheets.
- Previous experience with deep analysis of volumes of demand, making forecasts and sizing the proper number of people in the teams to handle demand.
- Experience in this Zendesk ecosystem is desirable - manage tickets, monitor escalations and maintenance via tymeshift.
- Ability to work autonomously and collaborate in a team environment.
- Comfortable managing internal and external stakeholders.
- Excellent and clear communication skills able to communicate complex issues with simple statements at all levels (from supervisors to senior executives).
- Advanced English is mandatory.
- Knowledge of SQL and Python is a plus.
We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don’t match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in planning team schedules in a structured and legally compliant way and advanced english are mandatory requirements.
WHAT WE OFFER YOU (Latam)
We’re a wellness company that is committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits, according to your needs!
Our benefits include:
WELLNESS: Health, dental, and life insurance.
FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.
FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.
WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.
PAID TIME OFF: We know how important it is that our employees take time away from work to recharge. Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.
PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.
CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.
CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page!
And to get a glimpse of Life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn !
Diversity, Equity, and Belonging at Wellhub
We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.
Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.
Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos.
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