WFM Forecasting & Scheduling Consultant

Visa; Colombia; Hybrid; COP 151,440,578 - 227,160,867; Full time

Job summary

A global leader in payment technology is seeking an analyst to support the functionality of Genesys WFM software and analyze performance data to enhance decision-making. Ideal candidates will have strong analytical skills, effective communication abilities, and experience with scheduling software. This hybrid role offers the opportunity to work independently while contributing to a critical team environment. The selected individual will engage with various stakeholders to align performance metrics and optimize service levels across multiple sites.

Qualifications

• Minimum of 6 months of work experience or a Bachelor's Degree.
• 5 or more years of work experience preferred.
• Must demonstrate strong analytical capabilities and proficiency in Excel.

Responsibilities

• Support the functionality of Genesys WFM software.
• Analyze contact center performance data to provide recommendations.
• Forecast contact volume and staffing requirements.

Skills

Excellent verbal and written communication skills

Ability to work well in a team environment

Strong analytical capabilities

Organized and detail-oriented

Proficiency in Microsoft Office functions, specifically Excel

Education

Bachelor's Degree

Tools

Genesys WFM

eWorkforce Management

Avaya CMS Supervisor

Job description

A global leader in payment technology is seeking an analyst to support the functionality of Genesys WFM software and analyze performance data to enhance decision-making. Ideal candidates will have strong analytical skills, effective communication abilities, and experience with scheduling software. This hybrid role offers the opportunity to work independently while contributing to a critical team environment. The selected individual will engage with various stakeholders to align performance metrics and optimize service levels across multiple sites.