Workforce Analyst

• Create, maintain, process, accommodate, and manage time grids, adjustments, and assignments for future weeks.
• Generate, present, and publish intraday performance (IDP) files to RTM and OPS team, providing recommendations for projected OUA after optimization.
• Initiate, facilitate, recommend, analyze, and reevaluate time grids and their results.
• Pre-map off-phone activities as agreed on capability calls and provide support for operations initiatives.
• Control and maintain the agents' Vacation calendar and paid/unpaid license monitoring requested by OPS.
• Maintain, update, and publish the Client's Master Roster file for scheduling planning capacity and other purposes.
• Create WFM-related system profiles, maintenance, and provisioning of profiles/access correct security settings.
• Align the Master Roster file, eWFM HC, and the SAP HC, ensuring that all statuses and information are correct and accurate.
• Maintain open communication with all departments, ensuring that all WFM-related and impact initiatives are appropriately supported and guided.
• Provide real-time guidance and coordination with the team to ensure that plans and initiatives are being promoted and fulfilled.
• Act as Backup of the Sr WFM Analyst or WFM Manager if necessary, being the point of contact of the area in the absence of functional leaders.
• Help define, manage, and achieve performance objectives required by the client.
• Carry out the Forecast vs Execution of the Billable and Payroll units of the different clients assigned.
• Update PvE information daily, communicating any deviation to Financial Planning that may affect the initial projections.
• Perform analysis, prepare reports, and communicate with internal customers to provide customer service added value and consultative.
• Maintain quality assurance processes that ensure disclosure to the internal customer of the problems that directly impact services.
• Maintain personnel and program ratios according to the established objective.
• Support overall program performance aligned with financial, service, and operational objectives delivery in a short and medium-term planning perspective.
• Ensure schedules are posted on time or provide necessary communications regarding delays and response times.
• Perform any duties assigned by the immediate boss.
• Perform other tasks related to your position, as needed.
• Additional responsibilities may be added as the Company expands.

• Between 1-2 years as a Real Time Analyst in the WFM area in the BPO industry.
• Advanced Excel
• Scheduling tools (preferably eWFM-Aspect, NICE IEX, Genesis, Verint, or other Scheduling and Forecasting software)
• Real Time tools (Avaya, NICE, Go Contact, Interact, etc.)
• Advanced English level (B2/C1)
• Availability to work on-site in Bogotá. Monday-Friday 8:00 AM- 6:00 PM.

TWW SAS