Senior Workforce Manager
hace 1 semana
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 soul to become a disruptive industry leader by building trusted long‑term relationships with our brand partners and empowering our people to drive positive change. About The Job The Senior Workforce Manager is responsible for directing, managing, and supervising all activities and resources related to the Workforce department for a line of business. Responsibilities Be responsible for various functions including capacity planning, resource management, forecasting, and scheduling. Lead a team of individuals that design, develop, and execute WFM planning which helps the business drive center KPIs. Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement. Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs. Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations. Be responsible for end‑to‑end business delivery, development, and implementation of contingency planning, coordinating with all stakeholders to identify opportunity areas for service improvement and cost efficiencies. Drive business benefits through self‑initiated projects. Act as a Subject Matter Expert (SME) for resource planning and scheduling. Qualifications Post‑secondary degree, or certificate, with a focus in a related discipline (required). Minimum 3 years experience in a Call Center or Service‑Oriented Industry. Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts. Solid experience in Capacity Planning and Forecasting. Strong analytical, problem‑solving, technical, information‑management, and decision‑making skills. Excellent project management and computer (MS Office) skills. Demonstrated strong interpersonal and communication skills. Superior organizational skills and the ability to follow through. Service‑oriented attitude. Ability to adapt to change and innovation. Ability to work in a fast‑paced, hectic, changing environment. Ability to adhere to all organizational policies and procedures. Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds. Strategic thinking skills. Experience planning and monitoring for results. Job Details Seniority level: Mid‑Senior levelEmployment type: Full‑timeJob function: Project Management and Information TechnologyIndustries: Outsourcing and Offshoring Consulting #J-18808-Ljbffr
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Workforce Manager
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Workforce Manager
hace 2 semanas
Bogotá, Colombia Patricia Baez Company A tiempo completoWorkforce Manager (BOG) 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...
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Bogotá, Colombia Linuo Group A tiempo completoJoin to apply for the Workforce Manager (BOG) role at Linuo Group 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...
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Workforce Manager
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Bogotá, Colombia Horatio A tiempo completoHoratio Bogota, D.C., Capital District, Colombia 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. Key...
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Bogotá, Colombia Linuo Group A tiempo completoA leading industrial machinery manufacturer in Bogotá is seeking a Workforce Manager to optimize staffing, scheduling, and resource allocation. This role is essential for achieving service level objectives through effective workload forecasting, agent scheduling, and performance monitoring. Candidates should possess advanced English proficiency, a...
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Bogotá, Colombia Hire Horatio CX A tiempo completoA leading BPO company in Bogotá is looking for a Workforce Manager to oversee staffing, scheduling, and resource allocation. This role is essential for achieving business objectives through effective forecasting and performance monitoring. The ideal candidate should have over 5 years of experience in similar BPO roles, strong analytical skills, and...
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Global Workforce Management Lead
hace 7 días
Bogotá, Distrito Capital, Colombia Scotiabank A tiempo completoA major financial institution in Bogotá is seeking a Senior Manager, Workforce Management. This role involves managing Labour Services contracts, working closely with internal and external stakeholders, and leading a team to achieve operational objectives. The ideal candidate will have over 10 years of progressive experience in third-party engagement,...
