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We are a multinational company that works in the telecommunications sector or BPO focused on customer service currently in constant growth in Colombia. We want you to be part of this great team.
Assisstant Manager WFM - BPO Industry
Location: Colombia - Bogota
Contract: Full-time, indefinite term
Salary Range: 5´000.000 COP
Purpose of the Role
Drive workforce management strategies to optimize performance, staffing, and business results.
Key Responsibilities
• Ensures workforce management processes and procedures are in place and followed.
• Provides direction and guidance to the workforce management team to ensure accurate and timely delivery of information.
• Oversees day-to-day activities to ensure operational and client goals are met.
• Compiles and interprets statistical information solutions to program performance issues with the Operations Management Team.
• Reviews scheduling needs on weekly basis to ensure adequate staffing and coverage.
• Analyzes and evaluates past volume and staffing patterns to optimize operational efficiency and service level.
• Coordinates staffing requirements.
Identifies and analyzes solutions for operational and service problems based on historical analysis and future projections.
• Provides visibility of operational performance of agents, teams, and LOBs through the generation and analysis of data as requested and needed.
• Coordinates staffing commitments and delivery to clients.
• Interfaces with Operations Manager or Senior Operations Manager as needed.
• Escalation of service impacting issues.
• Participates in the analysis, evaluation, and implementation of current and proposed systems and tools used for planning, scheduling, forecasting and real-time monitoring.
• Manages the staff schedules and responsibilities of workforce management team.
• Establishes performance objectives for direct report(s).
• Conducts performance management system (PMS) reviews for direct report(s) in accordance to company stand
📌 Assisstant Manager WFM (Bogotá)
🏢 Atain
📍 Bogotá