Workforce Analyst
AddiBuy Now, company
Bogotá, ColombiaMid
Andreessen Horowitz
Union Square Ventures
GIC
Citius
BTG Pactual
Monashees
Operations & Strategy
About the role
TL;DR
Ensure strong day-to-day Workforce Management execution.
- •Ensure strong day-to-day Workforce Management execution that enables the operation to meet service levels and efficiency targets.
- •Key Responsibilities Deliver daily and weekly forecasts on agreed timelines with clear variance explanation across volume, AHT, and shrinkage.
- •Configure and maintain the WFM system ensuring data quality, consistency, and compliance with data privacy policies.
- •Propose and execute schedule adjustments based on volume changes or absenteeism, ensuring full traceability of what changed, why, and what the result was.
- •Monitor performance in real time and escalate critical deviations with clear, actionable recommendations.
- •Identify at least two quarterly optimization opportunities, document before/after impact, and provide first-line support for WFM system users and dashboards.
- •Requirements Solid experience in Workforce Management and operational analytics.
- •Strong analytical skills and ability to produce clear reports that help optimize staffing and control plan vs. actual deviations.
- •Ability to analyze historical data, identify trends, and produce clear reports.
- •Experience in configuring and maintaining WFM systems.
- •Excellent communication skills to escalate critical deviations and provide actionable recommendations.
Domain expertise
fintech