Workforce Lead

hace 3 días

Bogotá, Bogotá D.E., Colombia ContactPoint 360 A tiempo completo

¿Cuál será tu impacto?

Serás responsable de
monitorear y optimizar el desempeño del call center en tiempo real
, garantizando el cumplimiento de
SLAs, productividad y metas de campañas outbound
, tomando decisiones estratégicas basadas en datos.

Principales responsabilidades

  • Gestionar la operación en tiempo real, monitoreando volúmenes, actividad y desempeño de agentes en campañas inbound y outbound, tomando decisiones intradía sobre staffing y adherencia, gestionando ausencias y cambios de horario mediante herramientas de WFM y dialers, recomendando overtime, VTO y redistribución de personal para corregir desviaciones del forecast y pacing, y comunicando de forma proactiva riesgos, brechas y planes de acción a líderes y stakeholders.
  • Monitorear y reportar el desempeño intradía, presentando resultados, acciones ejecutadas y su impacto en los KPIs, generando y analizando reportes de productividad, ocupación, adherencia y desempeño outbound, y detectando y escalando oportunamente incidentes técnicos o de staffing que puedan afectar la operación..
  • Aportar insights para modelos de forecast de corto y largo plazo, ajustando y optimizando schedules según demanda, SLAs, shrinkage y necesidades de las campañas, y resolviendo issues operativos en tiempo real mediante decisiones data-driven.
  • Asegurar el cumplimiento de políticas, procedimientos y lineamientos del cliente, participar en iniciativas de seguridad de la información, PCI y entrenamientos corporativos, y contribuir activamente a la creación y estandarización de procesos de Workforce Management.

Educación

  • Profesional en estadística, ingeniería, sistemas, programación, data analytics o experiencia equivalente.

Experiencia

  • Experiencia sólida en call center, idealmente como RTA Lead o WFM, con soporte inbound y outbound.
    Mínimo 1 año
  • Dominio de conceptos WFM aplicados a outbound: penetration, contact rate, RPC, pacing, dialing strategies.
  • Experiencia en análisis profundo de campañas outbound y optimización de performance.
  • Capacidad para tomar decisiones rápidas y estratégicas en entornos de alta presión.
  • Manejo de dialers y herramientas WFM (NICE, Verint, IEX u otras).

¿Por qué unirte?

  • Rol estratégico con
    alto impacto en resultados
  • Exposición directa a liderazgo y toma de decisiones clave
  • Entorno dinámico, retador y orientado a datos
  • Oportunidades de crecimiento dentro de WFM y operaciones

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