Workforce Analyst

Allied Global; Perímetro Urbano Barranquilla; On-site; COP 30,000,000 - 38,000,000; Full time

Benefits offered by this job

Performance bonuses

Career growth opportunities

Job summary

Allied Global is seeking a Real Time Analyst (WFM) for an on-site position in Barranquilla, Atlántico, Colombia. You will monitor real-time call center performance, track schedules, adherence and attendance, and partner with operations to optimize staffing and service levels.

You will generate real-time dashboards and reports on KPIs, providing workforce recommendations to improve customer service in a fast-paced BPO environment.

Qualifications

• At least 1 year of Workforce Management or Real-Time Analysis experience in a call center or BPO environment.

Responsibilities

• Monitor real-time call center performance and workforce alerts.
• Track agent schedules, adherence, attendance, and absences.
• Identify operational deviations and coordinate corrective actions with supervisors.
• Monitor staffing levels and ensure alignment with service demand.
• Generate operational reports and provide performance insights.
• Support operations with real-time updates and workforce recommendations.

Skills

Analytical thinking

Attention to detail

English communication

Tools

Excel

Job description

Real Time Analyst (WFM)

On-site Position | Barranquilla, Atlántico, Colombia.

Join our Workforce Management team and play a key role in maintaining operational excellence. As a Real Time Analyst, you will help drive staffing decisions, monitor performance in real time, and partner with operations to ensure exceptional customer service. If you enjoy analyzing data, solving operational challenges, and making an impact in a fast-paced environment, we'd love to hear from you.

Key Responsibilities

• Monitor real-time call center performance and workforce alerts.
• Track agent schedules, adherence, attendance, and absences.
• Identify operational deviations and coordinate corrective actions with supervisors.
• Monitor staffing levels and ensure alignment with service demand.
• Generate operational reports and provide performance insights.
• Support operations with real-time updates and workforce recommendations.

Key KPIs

• Service Level
• Average Handle Time (AHT)
• Adherence
• Attendance
• Absenteeism
• Staffing Levels

Requirements

• At least 1 year of experience in Workforce Management or Real-Time Analysis within a call center or BPO environment (required).
• English level B2 or higher.
• Strong analytical and reporting skills.
• Advanced Excel skills preferred.
• Ability to work in a fast-paced BPO environment.
• Strong attention to detail and organizational skills.

Why Join Us?

• Career growth opportunities.
• Performance bonuses.
• Dynamic and collaborative work environment.
• Opportunity to make a direct impact on business performance.