Workforce Analyst
addiBogotáFull Time1w ago
GoComplianceSQLPower BIMarketingSupportAnalystRecruiterTalentGrowthStrategySolutions
Job description
Workforce Analyst at addi.
About the role
You will manage daily workforce operations to ensure the business meets service level and efficiency goals. This role involves analyzing operational data, forecasting volume, and maintaining scheduling systems to optimize staffing levels.
Key facts
What you'll do
- Produce weekly and daily forecasts while explaining variances in volume, shrinkage, and average handle time.
- Maintain an operational dashboard to track occupancy, service levels, and shrinkage with regular updates and alerts.
- Manage WFM system configurations, including shift groups, permissions, exceptions, and virtual queue settings.
- Adjust schedules based on absenteeism or volume shifts while maintaining full documentation of changes.
- Provide real-time monitoring and issue recommendations for rebalancing, overtime, or intraday adjustments.
- Execute at least two optimization projects per quarter, such as report automation or metric standardization.
Requirements
- Proven experience in WFM and operational analytics, specifically with forecasting, capacity planning, and real-time adherence.
- Ability to track and report on KPIs including SLA, AHT, occupancy, shrinkage, adherence, absenteeism, backlog, and ASA.
- Hands-on experience administering WFM platforms like Genesys WFM, NICE, or eWorkforce Management.
- Proficiency in Excel including pivot tables, XLOOKUP/VLOOKUP, SUMIFS, and complex logical formulas.
- Strong communication skills to present findings to operational leadership and manage stakeholder expectations.
- Ability to work autonomously and handle multiple priorities under tight deadlines.
Nice to have
- Experience building dashboards or modeling in Power BI.
- Basic SQL skills, specifically SELECT, WHERE, JOIN, and GROUP BY statements.
Skills & tools
- WFM Systems (Genesys, NICE, or similar)
- Excel (Advanced)
- Operational Forecasting
- Real-time Adherence (RTA)
- Data Visualization
- SQL (Basic)
Practical notes
The hiring process consists of a 30-minute recruiter interview, a 45-minute manager interview, a 45-minute live business case study, and a final stakeholder interview. The company provides a competitive salary and equity.