Strategic Workforce Planning & Analytics Analyst

Sutherland; Bogotá; Presencial; COP 39.060.000 - 61.380.000; Jornada completa

Descripción de la vacante

Sutherland in Bogotá, Colombia is seeking a Workforce Management Analyst to forecast workload demand, develop staffing and capacity plans, and optimize workforce utilization to meet service levels. The role partners with Operations, HR, Training and business stakeholders to ensure resources are available and continuous improvement is driven.

The ideal candidate has a relevant degree, 1–3 years in WFM or similar, strong Excel, and experience with dashboards (Power BI preferred).

Formación

• Bachelor's degree in a related field is preferred.
• 1–3 years of WFM experience in contact center, BPO, or operations.
• Forecasting, capacity planning, scheduling, and workforce analytics experience.
• Experience creating reports and dashboards using workforce data.

Responsabilidades

• Develop short- and long-term workload forecasts and staffing requirements.
• Create and maintain capacity plans to support service levels.
• Analyze workforce performance, variances, and forecast accuracy.
• Produce workforce reports, dashboards, and actionable insights.
• Support scheduling optimization and resource allocation activities.
• Partner with Ops, HR, and Training on hiring plans and ramp-ups.
• Identify workforce risks and recommend corrective actions.
• Drive continuous improvement in workforce planning and reporting.
• Support WFM tools and technologies implementation and optimization.

Conocimientos

Forecasting

Capacity planning

Data analysis

Advanced Excel

WFM systems

Business comms

Continuous improvement

Educación

Bachelors in Industrial Engineering, Business Admin, Statistics, Ops Mgmt or related

Herramientas

Power BI

Descripción del empleo

Sutherland in Bogotá, Colombia is seeking a Workforce Management Analyst to forecast workload demand, develop staffing and capacity plans, and optimize workforce utilization to meet service levels. The role partners with Operations, HR, Training and business stakeholders to ensure resources are available and continuous improvement is driven.

The ideal candidate has a relevant degree, 1–3 years in WFM or similar, strong Excel, and experience with dashboards (Power BI preferred).