WFM Analyst: Forecasting, Capacity Planning & Insights

Sutherland Global; Bogotá; Presencial; COP 55.800.000 - 89.280.000; Jornada completa

Descripción de la vacante

Sutherland Global seeks a Workforce Management Analyst to forecast workload demand, develop staffing and capacity plans, and optimize workforce utilization. You will deliver analytical insights to support service levels and operational performance, collaborating with Operations, HR, Training, and business stakeholders.

Responsibilities include creating forecasts, capacity plans, and reports, supporting scheduling optimization, and driving continuous improvement in workforce planning and

Formación

• Bachelor's degree in a related field is preferred.
• 1–3 years of Workforce Management experience in contact center, customer service, BPO, or operations.
• Experience forecasting, capacity planning, scheduling, and workforce analytics.
• Experience creating reports and dashboards using workforce and business data.
• Knowledge of workforce planning methodologies and staffing models.

Responsabilidades

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

Conocimientos

Forecasting

Capacity Planning

Data Analysis

Advanced Excel

WFM Systems

Business Communication

Continuous Improvement

Educación

Bachelor's degree or higher in Industrial Engineering, Business Administration, Statistics, Operations Management or related field

Herramientas

Power BI

Workforce Management platforms

Descripción del empleo

Sutherland Global seeks a Workforce Management Analyst to forecast workload demand, develop staffing and capacity plans, and optimize workforce utilization. You will deliver analytical insights to support service levels and operational performance, collaborating with Operations, HR, Training, and business stakeholders.

Responsibilities include creating forecasts, capacity plans, and reports, supporting scheduling optimization, and driving continuous improvement in workforce planning and