Workforce Management & Capacity Planning Analyst (Healthcare)

Location: Must be based in São Paulo or Rio de Janeiro, Brazil; hybrid work model.

Company

hirify.global is a health tech company operating customer service and patient experience functions.

What you will do

• Coordinate customer support agent schedules, shifts, absences, and staffing changes.
• Monitor real-time queue performance and reallocate team capacity as needed.
• Develop scheduling systems, anticipate demand fluctuations, and adjust schedules to business needs.
• Produce reports on scheduling efficiency, capacity utilization, and operational challenges.
• Analyze contact forecasts, staffing models, and demand patterns with the capacity management team.
• Administer and optimize workforce management tools such as Assembled, maintain data accuracy, and automate scheduling workflows.

Requirements

• Must be based in São Paulo or Rio de Janeiro and work in a hybrid model.
• Experience with scheduling, resource planning, or workforce management is a plus; candidates with strong coordination, analytical, and prioritization skills are also considered.
• Advanced English, written and spoken, is mandatory for frequent interaction with international teams and leadership.
• Strong organization and time management skills, with the ability to handle multiple tasks simultaneously.
• Excellent written and verbal communication skills for engaging 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 or 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 focused on continuous improvement.

Culture & Benefits

• Hybrid work model in São Paulo or Rio de Janeiro.
• Collaboration with customer support teams, area leaders, capacity management, service, and clinical leadership.
• Work in a fast-paced health tech operations environment focused on service quality and continuous improvement.