Junior Workforce Analyst (Bogotá)

Purpose

Reporting to the Senior Workforce Analyst, the Workforce Analyst will be responsible for supporting strategic long‑ and short‑range workforce plans, as well as increasing operational efficiency and overall performance for the Customer Contact Centres (CCC). This role works closely with operations to monitor and report real‑time agent schedule adherence, agent calling behaviours, and events such as talk‑time or after‑call‑work time that exceed defined thresholds. It requires providing real‑time feedback to Operations management and may involve monitoring agent skill associations or providing historical reporting, depending on site requirements.

In addition, the Analyst will support production of schedules based on call volume forecasts, average handling time, and off‑phone activities to ensure service level and productivity goals are met, identify deviations from forecasts, and determine root cause.

Accountabilities

• Monitor contact volu...