Workforce Strategy & Forecasting Lead

IntouchCX; Bogotá ciudad; Presencial; COP 33.480.000 - 61.380.000; Jornada completa

Descripción de la vacante

IntouchCX is seeking a Workforce Supervisor in Bogotá to lead a team of Workforce Analysts and Specialists, ensuring delivery of client and company goals. You will guide forecasting, staffing, and process improvements while coordinating with operations and leadership.

The ideal candidate will have 2+ years in workforce planning and team leadership, with strong analytics and communication skills in a fast-paced environment.

Formación

• A post-secondary degree in a related discipline.
• At least 2 years leading a Workforce Team in Real Time and Planning.
• At least 2 years in Workforce Planning.
• Experience with Aspect/Verint is a plus.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent interpersonal and communication abilities.
• Superior organizational skills and follow-through.
• Ability to work in a fast-paced, changing environment.
• Ability to collaborate with diverse teams.

Responsabilidades

• Evaluate forecasting and capacity models for long-term staffing needs.
• Communicate forecasted workload, changes, and inputs clearly.
• Escalate data discrepancies with actionable recommendations.
• Coordinate processes with leadership to meet business goals.
• Advise on opportunities or hazards affecting strategic goals.
• Analyze staffing proposals from WFM analysts.
• Respond to changes to maintain proper staffing levels.
• Act as initial contact for scheduling projects.
• Collaborate with operations to ensure smooth production.
• Recommend procedural changes to improve efficiency.
• Directly respond to client Workforce Management queries.

Conocimientos

Analytical thinking

Problem solving

Communication skills

Interpersonal skills

Organizational skills

Strategic thinking

Result-oriented

Adaptability

Educación

Post-secondary degree in related field

Herramientas

Aspect

Verint

Descripción del empleo

IntouchCX is seeking a Workforce Supervisor in Bogotá to lead a team of Workforce Analysts and Specialists, ensuring delivery of client and company goals. You will guide forecasting, staffing, and process improvements while coordinating with operations and leadership.

The ideal candidate will have 2+ years in workforce planning and team leadership, with strong analytics and communication skills in a fast-paced environment.