Workforce Management Analyst (WFM)
Sutherland · Bogotá, Bogota, co ·
Analyzes workforce demand, optimizes staffing plans, and generates insights to improve operational efficiency in a contact center/BPO environment using forecasting, Excel, and reporting tools.
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
Education
- Bachelor's Degree in Industrial Engineering, Business Administration, Statistics, Operations Management, or a related field preferred.
Experience
- 1-3 years 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
- English & Spanish required.
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)
All your information will be kept confidential according to EEO guidelines.