About IntouchCX IntouchCX is a general leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change. About the Job As Workforce Supervisor, You Will - Evaluate forecasting and capacity models to give recommendations for long term staffing needs - Provide clear communication of the forecasted workload, changes, assumptions and inputs - Escalate discrepancies in data to management with recommendations for action - Work with business leadership to coordinate processes to meet the operational and strategic needs of the business - Advise on potential opportunities or hazards that affect the ability to meet strategic goals - Analyze proposals from WFM analysts’ related to staffing needs - Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained - Act as initial point of contact for all assigned projects on all scheduling concerns - Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly - Exercise sound judgment when identifying staffing requirements and implementing procedural changes,



while ensuring compliance with company policies and procedures - Recommend procedural and operational guideline changes to improve communications and operational efficiency - Directly respond to client escalations/queries with regards to Workforce Management - Participate in daily and weekly meetings that requires workforce involvement - Perform other duties as assigned As Workforce Supervisor, You Have - A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business) - Have at least 2 years of Workforce Team Lead experience in both Real Time and Planning - Have at least 2 years of Workforce Planning experience - Experience working with Aspect and Verint software (considered an asset) - Strong analytical, problem-solving, technical, information-management and decision-making skills - Demonstrated strong interpersonal and communication skills - Superior organizational skills and the ability to follow through - Ability to work in a fast-paced, hectic & changing environment - Ability to effectively interact with employees at all levels and people from diverse backgrounds - Ability to think strategically - Ability to plan and monitor for results

📌 Workforce Supervisor (Bogotá)
🏢 IntouchCX
📍 Bogotá