Workforce Planner: Scheduling & Capacity Optimizer

IntouchCX; Bogotá; On-site; COP 40,000,000 - 80,000,000; Full time

Job summary

IntouchCX is seeking a Resource Planner to join our Workforce Team in Bogotá, Colombia. The role focuses on intraday staffing, scheduling, and data-driven decision-making to ensure staffing aligns with performance goals.

You will monitor KPIs, manage schedules, and maintain accurate employee data while collaborating across programs. A related degree and proficiency with staffing software are required for success.

Qualifications

• University degree in related discipline (e.g., Computer Science, Marketing, Communications or Business).
• Advanced knowledge of MS Word, MS Excel and Outlook.
• Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys.
• High level of accuracy regarding data entry.
• Strong analytical and problem solving skills.
• Willingness to learn and adapt to a fast-paced environment.
• Ability to multitask and self-manage the work day.

Responsibilities

• Manage all day-to-day activities in Workforce Management.
• Manage schedules, exceptions, data tracking and Service Levels.
• Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required.
• Maintain employee information and its accuracy on an ongoing basis.
• Plan and create new hire schedules while tracking shift availability.
• Report by program as required.

Skills

MS Word

MS Excel

Outlook

Data entry

Analytical thinking

Multitasking

Self-management

Education

University degree in related discipline

Tools

Aspect

Teleopti

Genesys

Job description

IntouchCX is seeking a Resource Planner to join our Workforce Team in Bogotá, Colombia. The role focuses on intraday staffing, scheduling, and data-driven decision-making to ensure staffing aligns with performance goals.

You will monitor KPIs, manage schedules, and maintain accurate employee data while collaborating across programs. A related degree and proficiency with staffing software are required for success.