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Workforce Optimization Specialist

hace 1 semana


Bogotá, Bogotá D.E., Colombia Emapta Global A tiempo completo

Transform Your Career as a Workforce Analyst at Emapta Latam

Emapta Latam is a leading provider of personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. As a Workforce Analyst, you will be part of our legacy, pioneering innovative workforce strategies that drive business growth.

**Job Overview:**

We are seeking a highly analytical and strategic Workforce Analyst to join our team in Bogotá. In this role, you will develop long-term, financially sustainable growth strategies while collaborating with operations, agency leadership, and executives. You will analyze inbound and outbound call volume, lead distribution, conversion rates, and sales performance to optimize contact center operations.

**Responsibilities:**

  • Analyze and interpret complex data sets to inform workforce planning decisions
  • Develop and maintain short- and long-term capacity and forecasting models
  • Present key insights to C-Suite executives to drive business growth
  • Collaborate with Talent Acquisition to develop hiring recommendations
  • Manage intraday workforce management activities using the Calabrio platform

**Requirements:**

  • English Proficiency: C1 Level
  • Experience: 1 - 3 years in Workforce analysis, specializing in forecasting, capacity planning, and workforce scheduling
  • Technical Expertise: 1-3 years of hands-on experience with ACD routing and Contact Center scalability
  • Data Analysis Skills: Ability to interpret and optimize workforce and scheduling based on multiple data sources