Resource Planner

IntouchCX; Bogotá; On-site; COP 40,000,000 - 80,000,000; Full time

Job summary

IntouchCX is seeking a Resource Planner to join our Workforce Team in Bogotá, Colombia. The role focuses on intraday staffing, scheduling, and data-driven decision-making to ensure staffing aligns with performance goals.

You will monitor KPIs, manage schedules, and maintain accurate employee data while collaborating across programs. A related degree and proficiency with staffing software are required for success.

Qualifications

• University degree in related discipline (e.g., Computer Science, Marketing, Communications or Business).
• Advanced knowledge of MS Word, MS Excel and Outlook.
• Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys.
• High level of accuracy regarding data entry.
• Strong analytical and problem solving skills.
• Willingness to learn and adapt to a fast-paced environment.
• Ability to multitask and self-manage the work day.

Responsibilities

• Manage all day-to-day activities in Workforce Management.
• Manage schedules, exceptions, data tracking and Service Levels.
• Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required.
• Maintain employee information and its accuracy on an ongoing basis.
• Plan and create new hire schedules while tracking shift availability.
• Report by program as required.

Skills

MS Word

MS Excel

Outlook

Data entry

Analytical thinking

Multitasking

Self-management

Education

University degree in related discipline

Tools

Aspect

Teleopti

Genesys

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We are changing the way people think about customer service, and we need your help!

We’re looking for a Resource Planner to join our Workforce Team, who supports IntouchCX’s resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals.

As Resource Planner, You Will…

• Manage all day-to-day activities in Workforce Management
• Manage schedules, exceptions, data tracking and Service Levels
• Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required
• Maintain employee information and its accuracy on an ongoing basis
• Plan and create new hire schedules while tracking shift availability
• Report by program as required

As Resource Planner, You Have…

• University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered)
• Advanced knowledge of MS Word, MS Excel and Outlook
• Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys (prior experience in one of these platforms is considered an asset)
• High level of accuracy regarding data entry
• Strong analytical and problem solving skills
• Willingness to learn and adapt to working in a fast-paced environment
• The ability to multitask and self-manage the work day