Workforce Manager

hace 4 semanas

Bogotá, Colombia Hire Horatio CX A tiempo completo

Position Summary

We are seeking a Workforce Manager to optimize staffing, scheduling, and resource allocation. This role is crucial for meeting business and service level objectives by accurately forecasting workload, developing efficient agent schedules, and monitoring real‑time performance. The Workforce Manager will play a key role in improving overall productivity and efficiency, analyzing performance data, forecasting staffing needs, managing time‑off requests, and generating reports while leading initiatives to guide operational improvements.

Key Responsibilities

- Forecasting and Planning

- Analyze historical data and future trends to accurately forecast contact volumes and determine precise staffing needs.

- Strategically plan optimal staffing levels and shift arrangements to achieve service‑level goals and efficiently manage costs.

- Scheduling and Adherence Management

- Develop and manage comprehensive agent schedules, ensuring sufficient coverage for anticipated workloads.

- Process time‑off requests and manage shift assignments to consistently maintain optimal staffing levels.

- Utilize specialized WFM software for real‑time adherence monitoring, dynamic staffing adjustments, and overall agent productivity improvement.

- Performance Monitoring and Optimization

- Implement and leverage workforce optimization tools to streamline processes and enhance operational efficiency.

- Continuously monitor real‑time agent performance and operational efficiency to ensure strict adherence to service level agreements.

- Generate insightful reports and provide analytical support to identify KPIs and pinpoint areas for improvement.

- Strategic Collaboration and Continuous Improvement

- Collaborate effectively with senior management and customer service teams to align workforce planning with overarching business objectives and budgetary constraints.

- Drive continuous improvement initiatives focused on enhancing productivity, elevating service quality, and achieving greater cost efficiency.

- Efficiently lead the WF team while embodying the Horatio culture.

Key Skills

- Advanced, near‑native English proficiency.
- Bachelor's degree in Business Administration, Statistics, or related fields.
- 5+ years of experience in similar roles within the BPO industry.
- 3+ years of leadership experience.
- Strong analytical and data analysis skills.
- Proficiency with WFM software and tools.
- Effective forecasting and scheduling abilities.
- Excellent communication and leadership skills.
- Understanding of BPO metrics.

On‑site role in Bogota.

#J-18808-Ljbffr

  • Senior Workforce Manager

    hace 2 semanas

    Bogotá, Colombia IntouchCX A tiempo completo

    IntouchCX Bogota, D.C., Capital District, Colombia Senior Workforce Manager About IntouchCX: IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with...

  • Junior Workforce Analyst

    hace 5 días

    Bogotá, Colombia Scotiabank A tiempo completo

    ID de la solicitud: 246080 Gracias por tu interés en ScotiaGBS, el mejor campus de Bogotá. Únete a un equipo ganador con un propósito claro, comprometido con el logro de resultados en un entorno inclusivo y de alto desempeño. **Purpose** Reporting to the Senior Workforce Analyst, the Workforce Analyst will be responsible for supporting strategic...

  • Junior Workforce Analyst

    hace 1 semana

    Bogotá, Cundinamarca, Colombia Scotiabank A tiempo completo

    ID de la solicitud: 246080Gracias por tu interés en ScotiaGBS, el mejor campus de Bogotá.Únete a un equipo ganador con un propósito claro, comprometido con el logro de resultados en un entorno inclusivo y de alto desempeño.PurposeReporting to the Senior Workforce Analyst, the Workforce Analyst will be responsible for supporting strategic long and short...

  • Workforce Security Screening Consultant

    hace 2 semanas

    Bogotá, Cundinamarca, Colombia Scotiabank A tiempo completo

    Requisition ID: 204335 We are committed to investing in our employees and helping you continue your career at ScotiaGBS **Purpose** Responsible for providing a consistent and timely approach for Workforce Security Screening (WSS) review and adjudication activities, including but not limited to screening administration, responding to inquiries, and...

  • Country Manager Hach Colombia

    hace 5 días

    Bogotá, Colombia Hach A tiempo completo

    Plan, organize, direct, and control the execution of all company processes, aligned with strategic direction, to ensure the fulfillment of the mission, vision, and growth goals. The Country Manager has full P&L responsibility for the country’s business and is accountable for its performance, profitability, business planning, sales and marketing,...

  • Workforce Bpo Bogotá On Site

    hace 7 días

    Bogotá, Colombia DSolutions A tiempo completo

    A real time Analyst is responsible for recommendations to the service department that will affect staffing decisions and daily department performance. Demonstrated understanding of call center processes and procedures. Customer service experience. A critical thinker with the ability to contribute to challenging assignments in a business critical...

  • Strategy & Operations Senior Manager - La North

    hace 5 días

    Bogotá, Cundinamarca, Colombia Johnson & Johnson A tiempo completo

    For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s...

  • BI & Data Analytics Manager

    hace 2 semanas

    Bogotá, Colombia Haleon A tiempo completo

    Are you energized by a highly visible business intelligence role that allows you to shape market insights and accelerate business decisions across a broad geography? If so, this Business Intelligence Manager role could be an ideal opportunity to explore. As a Business Intelligence Manager, you will be responsible for driving faster, more confident &...

  • Associate Brand Manager Dolex

    hace 5 días

    Bogotá, Colombia Haleon A tiempo completo

    Hola. Somos Haleon. Una nueva empresa líder mundial en salud del consumidor. Moldeado por todos los que se unen a nosotros. Juntos, estamos mejorando la salud cotidiana de miles de millones de personas. Al crecer e innovar nuestra cartera global de m arcas de categoría líderes, incluidas Dolex, Advil, Sensodyne y Centrum a través de una combinación...

  • Project Manager Assistant

    hace 2 semanas

    Bogotá, Colombia AllStars-IT A tiempo completo

    Project Manager Assistant Level - Junior Department - Other IT Positions Type - Full Time Project - ALLSTARSIT Locations: - Bogota, Colombia - Hybrid Job Details - Posted on: - January 19, 2026 About the Company Established in 2004, ALLSTARSIT was founded with a clear vision: to enhance the landscape of global IT employment by bridging the gap...