Workforce Analyst (On-site in Barranquilla)
Join our team as a Workforce Analyst to ensure smooth and efficient staffing for our Customer Service operations (voice and chat).
Location: On-site in Barranquilla
Language Requirement: Advanced English (B2-C1 level)
Experience: Previous experience in a BPO or Call Center environment is required
What You’ll Do
- Monitor real-time performance, staffing levels, and service metrics.
- Create forecasts and schedules to align resources with demand.
- Analyze trends and provide insights to improve operational efficiency.
- Collaborate closely with Operations and other departments to meet service level goals.
- Generate reports and recommend actions to optimize productivity.
What We’re Looking For
- Experience in Workforce Management, Scheduling, or Real-Time Analysis within a call center.
- Strong analytical and Excel skills.
- Familiarity with WFM tools such as IEX, Verint, or Genesys (a plus).
- Excellent communication and teamwork skills.
- Ability to work on-site and thrive in a dynamic environment.
What We Offer
- Competitive compensation package.
- Opportunity to work with a U.S.-based account.
- Career growth and professional development.
- Supportive and collaborative team culture.
Apply now and help us make every customer interaction count!
Seniority level: Entry level
Employment type: Full-time
Job function: Project Management and Information Technology
Industries: Outsourcing and Offshoring Consulting
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