Workforce Analyst

We’re Hiring – Workforce Analyst (On-site in Barranquilla) 🌟

Are you passionate about data, operations, and optimizing performance?

Join our team as a Workforce Analyst and play a key role in ensuring smooth and efficient staffing for our Customer Service operations (voice and chat).

📍 Location: On-site in Barranquilla

🗣️ Language Requirement: Advanced English (B2-C1 level)

📞 Experience: Previous experience in a BPO or Call Center environment is required

What You’ll Do

• Monitor real-time performance, staffing levels, and service metrics.
• Create forecasts and schedules to align resources with demand.
• Analyze trends and provide insights to improve operational efficiency.
• Collaborate closely with Operations and other departments to meet service level goals.
• Generate reports and recommend actions to optimize productivity.

What We’re Looking For

• Experience in Workforce Management, Scheduling, or Real-Time Analysis within a call center.
• Strong analytical and Excel skills.
• Familiarity with WFM tools such as IEX, Verint, or Genesys (a plus).
• Excellent communication and teamwork skills.
• Ability to work on-site and thrive in a dynamic environment.

What We Offer

• Competitive compensation package.
• Opportunity to work with a U.S.-based account.
• Career growth and professional development.
• Supportive and collaborative team culture.

📩 Apply now and help us make every customer interaction count!