At One Touch Direct (OTD Americas) , we are looking for an analytical, dynamic WFM Analyst with strong operational leadership skills to join our Data Strategies team. If you have experience in real-time monitoring, metrics management, and executing action plans within the BPO industry, this opportunity is for you
What We Offer
- Base Salary: $4,500,000 COP
- Bonus/Commissions: Up to $500,000 COP
- Contract Type: Indefinite-term contract (Job stability & career growth)
- Schedule: 42 hours per week | Monday to Sunday (Rotating shifts with 2 days off per week)
- Work Location: Bogotá – Conecta 80 Business Center (On-site)

Key Responsibilities
- Monitor operations attentively to identify and address discrepancies compared to baseline workforce planning.
- Track call volumes and real-time operational shifts continuously, issuing timely alerts to maximize on-duty staff utilization.
- Provide Account Directors and key stakeholders with real-time visibility into critical operational metrics.
- Develop, deliver,



and communicate interval-based and daily closing reports on key performance indicators for Supervisors, Floor Managers, Account Directors, and the WFM team.
- Identify, track, and log all technology issues or system outages affecting operations in the incident log.
- Activate and document action plans during contingencies in accordance with the Management of Change (MOC) framework.
- Monitor scheduled staff attendance, absenteeism, and real-time agent connection statuses to guarantee sufficient coverage for incoming demand.
- Ensure strict compliance with company Active Directory, Information Security, and Quality Management policies.

Candidate Profile
- Education: Technical or Bachelor's degree in Business Administration, Systems Engineering, Industrial Engineering, Data Analytics, or related fields (equivalent hands-on experience will be considered).
- Work Experience: Minimum 1 to 2 years of experience as a WFM Analyst, Controller, Real-Time Analyst (RTA), or s

📌 We are looking for our next Senior Real-Time (Bogotá)
🏢 OneTouch Direct
📍 Bogotá