Workforce Analyst

📋 Description

• Deliver daily and weekly forecasts with variance explanations (volume, AHT, shrinkage).
• Publish an operational dashboard for SLA, AHT, Occupancy, and Shrinkage.
• Configure and maintain WFM system: permissions, schedules, exceptions, VQ.
• Propose and execute schedule adjustments with full traceability.
• Monitor real-time performance and escalate deviations with actions.
• Identify quarterly optimization opportunities and provide first-line WFM support.

🎯 Requirements

• WFM analytics (must-have) and operational analytics.
• Solid WFM concepts: forecasting, capacity, scheduling, RTA, shrinkage.
• Read historical trends and compare plan vs actuals; KPI tracking.
• WFM system administration: permissions, schedule states, VQ; first-line support.
• Data integrity and tooling: data cleaning, cross-system validation; advanced Excel.
• Tools (nice-to-have): Power BI and basic SQL.

🎁 Benefits

• Work on a problem that matters—improve access to financial services in Colombia.
• Be part of something big from the ground up—ownership and impact.
• Growth opportunities in a rapidly scaling fintech.
• Join a world-class team with collaboration at the core.
• Competitive compensation and meaningful ownership.