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Job Description

- Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance)
- Analyze contact center performance data and provide recommendations to balance performance and support effective decision making
- Forecast long term and short term contact volume and staffing
- Maintain data points that promote accurate forecasting and understand drivers that produce anomalies
- Provide schedule recommendations for new hire training classes and optimized off‑phone activities
- Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center, Leadership, Executives, etc.)
- Lead meetings with Operations Teams to align and review performance and planning
- Review requirements for new tools
- Work with other WFM team members to balance workload and ensure deliverables are met




- Ad‑hoc WFM duties as assigned

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications: Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications: 5 or more years of work experience

Excellent verbal and written communication skills are essential. Experience with scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such a

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azck6

📌 Work Force Planning Consultant (Bogotá)
🏢 Tink
📍 Bogotá