Real-Time Workforce Planner – Scheduling & Insights

bet365; Bogotá; Presencial; COP 33.480.000 - 60.264.000; Jornada completa

Descripción de la vacante

bet365 is seeking a Workforce Planning professional in Bogotá to optimize service delivery through scheduling, real-time management, and cross-team collaboration. The role emphasizes proactive issue resolution, adherence oversight, and data-driven reporting to support productivity and service standards.

You will work closely with the Operations Manager and Workforce Planning team, balancing customer needs with business requirements.

Formación

• . Strong communication skills, written and verbal, with collaboration focus.
• .
• Experience in workforce management or operational coordination.
• Familiarity with scheduling software (WFM NICE) and real-time monitoring tools.
• Ability to manage multiple tasks in a fast-paced environment.
• Experience in contact centre operations or similar customer-facing roles.
• Knowledge of KPIs and performance metrics in an operational setting.

Responsabilidades

• Monitor real-time contact queues, agent availability, and workload to meet performance goals.
• Adjust schedules based on fluctuations in contact volumes and agent availability.
• Manage agent adherence to schedules and take appropriate action for deviations.
• Collaborate with teams to resolve operational issues as they arise.
• Generate and share daily/weekly reports, highlighting trends and challenges.
• Provide feedback and recommendations to improve scheduling and performance.
• Ensure compliance with policies, security protocols, and regulatory requirements.
• Support workforce planning by validating forecast accuracy and suggesting improvements.
• Manage key projects and keep stakeholders informed.

Conocimientos

Strong communication

Workforce management

Scheduling software

Real-time monitoring

Reporting & analytics

Multi-tasking

Herramientas

WFM NICE

Descripción del empleo

bet365 is seeking a Workforce Planning professional in Bogotá to optimize service delivery through scheduling, real-time management, and cross-team collaboration. The role emphasizes proactive issue resolution, adherence oversight, and data-driven reporting to support productivity and service standards.

You will work closely with the Operations Manager and Workforce Planning team, balancing customer needs with business requirements.