Real-Time WFM & Operations Analytics Lead

OneTouch Direct, LLC; Bogotá; On-site; COP 50,220,000 - 55,800,000; Full time

Benefits offered by this job

On-site Bogotá Conecta 80

Job summary

One Touch Direct, LLC is seeking a focused WFM Analyst to join our Data Strategies team in Bogotá. The role emphasizes real-time monitoring, metrics management, and action planning to optimize workforce utilization in a fast-paced BPO environment.

The candidate will maintain schedules, track call volumes, and deliver KPI reports, while ensuring compliance with security and quality standards. On-site position with rotating schedules in a dynamic center.

Qualifications

• Technical or Bachelor’s degree in Business Administration or related fields.
• 1–2 years of experience as a WFM Analyst or similar in BPO/Call Center.
• Advanced Excel and data validation required.
• Experience with real-time WFM tools (NICE, Verint, Avaya, Genesys).

Responsibilities

• Monitor operations and compare to workforce plans.
• Track call volumes and shifts; trigger alerts to optimize coverage.
• Provide real-time visibility of metrics to stakeholders.
• Produce interval-based and daily KPI reports for leadership.
• Log outages and issues; document action plans under MOC.

Skills

Advanced Excel

Data validation

Analytical mindset

Attention to detail

Leadership communication

Proactive problem-solving

Education

Bachelor’s degree in Business Administration

Systems Engineering

Industrial Engineering

Data Analytics

Tools

NICE

Verint

Avaya

Genesys

Job description

One Touch Direct, LLC is seeking a focused WFM Analyst to join our Data Strategies team in Bogotá. The role emphasizes real-time monitoring, metrics management, and action planning to optimize workforce utilization in a fast-paced BPO environment.

The candidate will maintain schedules, track call volumes, and deliver KPI reports, while ensuring compliance with security and quality standards. On-site position with rotating schedules in a dynamic center.