Lead Workforce Analytics & Insights

Sutherland; Perímetro Urbano Barranquilla; Presencial; COP 90.000.000 - 130.000.000; Jornada completa

Descripción de la vacante

Sutherland in Colombia is seeking a Lead - Workforce Analytics to transform operational data into actionable insights, design automated reports, and partner with Service Delivery leaders to inform data-driven decisions.

The ideal candidate combines strong reporting capabilities with business acumen and the ability to influence operational performance through data analysis and strategic recommendations. Expect cross-functional collaboration and a focus on continuous improvement.

Formación

• Bachelor’s degree in a related field as listed.
• 2+ years in Workforce Management, Reporting, BI, Analytics within BPO/Contact Center.
• Advanced Excel skills and data modeling.
• Strong analytical and communication abilities.

Responsabilidades

• Serve as the program’s reporting and workforce analytics SME.
• Design, automate, and maintain dashboards and executive scorecards.
• Analyze data to identify trends, risks, and opportunities.
• Interpret data and provide actionable recommendations for Service Delivery.
• Identify gaps, data quality issues, and automation opportunities.

Conocimientos

Analytical mindset

Business acumen

Stakeholder management

Communication skills

Problem solving

Educación

Bachelor’s degree in Business Administration, Industrial Engineering, Statistics, Economics, Information Systems, Data Analytics, or a related field

Herramientas

Power BI

Excel (Power Query, Pivot Tables)

Relational databases

ETL

Power Automate

Python/R

Descripción del empleo

Sutherland in Colombia is seeking a Lead - Workforce Analytics to transform operational data into actionable insights, design automated reports, and partner with Service Delivery leaders to inform data-driven decisions.

The ideal candidate combines strong reporting capabilities with business acumen and the ability to influence operational performance through data analysis and strategic recommendations. Expect cross-functional collaboration and a focus on continuous improvement.