Workforce Management Analyst (WFM)

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: Data Analytics & Business IntelligenceExperience: 1-3 yearsEducation: bachelorsSkills: ["Analytical and problem-solving","Business communication","Continuous improvement","Operational excellence"]

Forecast workload demand and build short- and long-term staffing and capacity plans to support service level commitments and operational performance. Analyze workforce performance, staffing variances, and forecast accuracy, then deliver workforce reports and dashboards with actionable insights. Partner with Operations, HR, and Training on hiring, ramp-ups, and workforce strategy while identifying workforce risks and driving continuous improvement and automation for WFM tools.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
3 days ago

Workforce Management Analyst (WFM)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Forecast workload demand and build short- and long-term staffing and capacity plans to support service level commitments and operational performance. Analyze workforce performance, staffing variances, and forecast accuracy, then deliver workforce reports and dashboards with actionable insights. Partner with Operations, HR, and Training on hiring, ramp-ups, and workforce strategy while identifying workforce risks and driving continuous improvement and automation for WFM tools.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Mid level

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 and dashboards with actionable business insights.
  • •Support scheduling optimization, resource allocation, and WFM tool implementation/optimization while driving continuous improvement.

Key Requirements

  • •1-3 years of Workforce Management experience in a contact center, customer service, BPO, or operations environment.
  • •Experience 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.
  • •Advanced Microsoft Excel skills; Workforce Management platform experience preferred.
Experience:1-3 yearsWorkforce managementContact centerCustomer serviceBPOOperations
Education:Bachelor's in Industrial Engineering, Business Administration, Statistics, Operations Management, or related field
Skills:Analytical and problem-solvingBusiness communicationContinuous improvementOperational excellence
Languages:EnglishSpanish
Tech Stack:Microsoft ExcelPower BIWorkforce Management systemsWorkforce analyticsAutomationReporting dashboards

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor