Workforce Analytics & WFM Lead (Equity)

AlleyCorp; Bogotá; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

Addi in Colombia is hiring for a Workforce Management (WFM) Analyst to drive day-to-day workforce operations. You will forecast, schedule, monitor intraday performance, and support data-driven decisions that optimize staffing and service levels.

Responsibilities include configuring WFM systems, producing dashboards, and offering first-line support while identifying opportunities to automate reports and standardize metrics.

Formación

• Solid understanding of forecasting, capacity planning, scheduling and intraday management.
• Ability to read historical trends and compare plan vs actuals.
• Experience tracking SLA, AHT, Occupancy and Shrinkage; backlog and ASA a plus.

Responsabilidades

• Deliver daily/weekly forecasts with variance explanations and dashboards.
• Configure and maintain WFM systems, permissions, shifts, and VQ settings.
• Propose schedule adjustments with traceable rationale and outcomes.
• Monitor real-time performance and advise on intraday moves and rebalancing.
• Identify quarterly optimization opportunities and support dashboard users.

Conocimientos

WFM analytics

System administration

Data integrity

Communication

Stakeholder management

Excel

Herramientas

Genesys WFM

NICE

eWorkforce

SQL basics

Descripción del empleo

Addi in Colombia is hiring for a Workforce Management (WFM) Analyst to drive day-to-day workforce operations. You will forecast, schedule, monitor intraday performance, and support data-driven decisions that optimize staffing and service levels.

Responsibilities include configuring WFM systems, producing dashboards, and offering first-line support while identifying opportunities to automate reports and standardize metrics.