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Director to lead the planning, scheduling, and optimization of workforce operations in our call center. The idóneo candidate will ensure optimal alignment of resources with demand patterns and design and test different outbound dialing strategies to maximize efficiency and revenue per lead and headcount. This role requires excellent interpersonal and leadership skills as it entails managing a team and extensive collaboration with our performance marketing, insights, and tech teams, in addition to the different operations teams. Exceptional analytical capabilities, a proven track record in Workforce Management (WFM), and hands-on experience with dialing software are essential for success in this role.
Key Responsibilities
- Workforce Management Strategy and Leadership — Develop and implement effective Workforce Management strategies to optimize resource planning and achieve KPIs, including service levels, response times, and productivity.
- Collaborate closely with operations, quality, and technology teams to align workforce strategies with organizational goals.




- Design and optimize outbound dialing strategies, including experience with different dialing modes (predictive, progressive, preview) to improve connect rates.
- Apply lead scoring and call prioritization methods to maximize conversion rates.
- Define and track performance KPIs for outbound operations, such as contact rate, conversion rate, drop rate, and agent efficiency.
- Workforce Planning — Oversee short-term and long-term forecasting and resource planning based on historical data, current trends, and future projections.
- Anticipate workload fluctuations and ensure adequate staffing to meet demand while maintaining cost efficiency.
- Collaborate with marketing and sales teams to align lead flow with dialing capacity.
- Scheduling and Real-Time Management — Design and monitor schedules to ensure optimal shift coverage and operational performance.
- Manage real-time adjustments to address unexpected dema

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1askff

📌 Director de Estrategia de Contactación (Medellín)
🏢 Aprende Institute
📍 Medellín