Workforce Management Analyst (WFM)

Sutherland; Bogotá; Presencial; COP 39.060.000 - 61.380.000; Jornada completa

Descripción de la vacante

Sutherland in Bogotá, Colombia is seeking a Workforce Management Analyst to forecast workload demand, develop staffing and capacity plans, and optimize workforce utilization to meet service levels. The role partners with Operations, HR, Training and business stakeholders to ensure resources are available and continuous improvement is driven.

The ideal candidate has a relevant degree, 1–3 years in WFM or similar, strong Excel, and experience with dashboards (Power BI preferred).

Formación

• Bachelor's degree in a related field is preferred.
• 1–3 years of WFM experience in contact center, BPO, or operations.
• Forecasting, capacity planning, scheduling, and workforce analytics experience.
• Experience creating reports and dashboards using workforce data.

Responsabilidades

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

Conocimientos

Forecasting

Capacity planning

Data analysis

Advanced Excel

WFM systems

Business comms

Continuous improvement

Educación

Bachelors in Industrial Engineering, Business Admin, Statistics, Ops Mgmt or related

Herramientas

Power BI

Descripción del empleo

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland

Digital Outcomes.

Job Description

Job Summary

The Workforce Management (WFM) Analyst is responsible for forecasting workload demand, developing staffing and capacity plans, optimizing workforce utilization, and delivering analytical insights that support service level commitments and operational performance. This role partners with Operations, HR, Training, and business stakeholders to ensure the right resources are available at the right time while driving continuous improvement and operational efficiency.

Key Responsibilities

• 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 technologie

Qualifications

Education

• Bachelor's Degree in Industrial Engineering, Business Administration, Statistics, Operations Management, or a related field preferred.

Experience

• 1-3years of Workforce Management experience in a contact center, customer service, BPO, or operations environment.
• Experience in 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.

Technical Skills

• Advanced Microsoft Excel skills required.
• Experience with Workforce Management platforms preferred.
• Power BI reporting and dashboard development experience preferred.
• Strong analytical and problem-solving skills.

Language Requirements

Core Competencies

• Forecasting (Intermediate)
• Capacity Planning (Expert)
• Data Analysis (Advanced)
• Advanced Excel (Expert)
• Workforce Management Systems (Advanced)
• Business Communication (Advanced)
• Continuous Improvement & Operational Excellence (Advanced)

Additional Information

All your information will be kept confidential according to EEO guidelines.