Real-Time WFM Analyst - Drive Service Excellence

Allied Global; Perímetro Urbano Barranquilla; On-site; COP 30,000,000 - 38,000,000; Full time

Benefits offered by this job

Performance bonuses

Career growth opportunities

Job summary

Allied Global is seeking a Real Time Analyst (WFM) for an on-site position in Barranquilla, Atlántico, Colombia. You will monitor real-time call center performance, track schedules, adherence and attendance, and partner with operations to optimize staffing and service levels.

You will generate real-time dashboards and reports on KPIs, providing workforce recommendations to improve customer service in a fast-paced BPO environment.

Qualifications

• At least 1 year of Workforce Management or Real-Time Analysis experience in a call center or BPO environment.

Responsibilities

• Monitor real-time call center performance and workforce alerts.
• Track agent schedules, adherence, attendance, and absences.
• Identify operational deviations and coordinate corrective actions with supervisors.
• Monitor staffing levels and ensure alignment with service demand.
• Generate operational reports and provide performance insights.
• Support operations with real-time updates and workforce recommendations.

Skills

Analytical thinking

Attention to detail

English communication

Tools

Excel

Job description

Allied Global is seeking a Real Time Analyst (WFM) for an on-site position in Barranquilla, Atlántico, Colombia. You will monitor real-time call center performance, track schedules, adherence and attendance, and partner with operations to optimize staffing and service levels.

You will generate real-time dashboards and reports on KPIs, providing workforce recommendations to improve customer service in a fast-paced BPO environment.