We are looking for our next Senior Real-Time & WFM Analyst

OneTouch Direct; 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

At One Touch Direct (OTD Americas), we are looking for an analytical, dynamic WFM Analyst with strong operational leadership skills to join our Data Strategies team. If you have experience in real-time monitoring, metrics management, and executing action plans within the BPO industry, this opportunity is for you!

What We Offer

• Base Salary: $4,500,000 COP
• Bonus/Commissions: Up to $500,000 COP
• Contract Type: Indefinite-term contract (Job stability & career growth)
• Schedule: 42 hours per week | Monday to Sunday (Rotating shifts with 2 days off per week)
• Work Location: Bogotá – Conecta 80 Business Center (On-site)

Key Responsibilities

• Monitor operations attentively to identify and address discrepancies compared to baseline workforce planning.
• Track call volumes and real-time operational shifts continuously, issuing timely alerts to maximize on-duty staff utilization.
• Provide Account Directors and key stakeholders with real-time visibility into critical operational metrics.
• Develop, deliver, and communicate interval-based and daily closing reports on key performance indicators for Supervisors, Floor Managers, Account Directors, and the WFM team.
• Identify, track, and log all technology issues or system outages affecting operations in the incident log.
• Activate and document action plans during contingencies in accordance with the Management of Change (MOC) framework.
• Monitor scheduled staff attendance, absenteeism, and real-time agent connection statuses to guarantee sufficient coverage for incoming demand.
• Ensure strict compliance with company Active Directory, Information Security, and Quality Management policies.

Candidate Profile

• Education: Technical or Bachelor’s degree in Business Administration, Systems Engineering, Industrial Engineering, Data Analytics, or related fields (equivalent hands-on experience will be considered).

• Work Experience: Minimum 1 to 2 years of experience as a WFM Analyst, Controller, Real-Time Analyst (RTA), or similar analytical/operational roles within BPO or Contact Center environments.

• Technical Skills:

  • Advanced Excel proficiency and data validation skills.
  • Strong command of WFM platforms and real-time tools (NICE, Verint, Avaya, Genesys, or similar ticketing/reporting systems).

• Key Soft Skills: Exceptional attention to detail, strong leadership communication, analytical mindset, and proactive problem-solving abilities under operational pressure.