The Senior WFM Reporting & Automation Analyst is a hybrid position combining Workforce Management expertise, data analytics, business intelligence, and junior-level programming. The role is responsible for transforming manual WFM reporting and operational processes into accurate, scalable, and controlled automated solutions.

The successful candidate will understand contact-center operations and translate business requirements into reporting products, dashboards, applications, workflows, and automated data solutions using Excel, Power BI, Power Automate, Power Apps, Python, VBA, SQL, APIs, and approved AI technologies.

Key Responsibilities

- Partner with WFM, Operations, Finance, Quality, Training, and leadership to translate reporting needs into clear technical requirements.
- Create standardized KPI definitions and reporting logic across programs, sites, channels, time zones, and organizational hierarchies.
- Automate Excel and file-based activities using Power Query, VBA, Python, pandas, and openpyxl.
- Design scheduled and event-driven workflows with logging, exception handling, notifications, retry logic, and recovery procedures.
- Build validation and reconciliation controls to identify missing data, duplicates, mapping issues, refresh failures, and source-to-report variances.
- Maintain documentation covering business rules, source mapping, technical design, testing, deployment, support, and change history.
- Perform unit testing, user acceptance testing support, production validation, and post-deployment monitoring.
- Protect confidential information by following access-control, data-privacy, information-security, and responsible-AI requirements.
- Train users and analysts so dashboards and automations remain sustainable and transferable.




- Manage recurring deliverables while continuously improving speed, accuracy, scalability, and user experience.

Required Qualifications

- At least 3 years of experience in WFM reporting, contact-center analytics, business intelligence, process automation, data analytics, or a closely related role.
- Strong contact-center WFM knowledge, including forecasting, scheduling, capacity planning, real-time management, staffing, shrinkage, adherence, and performance reporting.
- Advanced Microsoft Excel skills, including complex formulas, PivotTables, Power Query, structured tables, lookups, data validation, and dashboard-ready outputs.
- Hands-on Power BI experience, including data modeling, DAX, dashboard development, publishing, refresh management, and visualization standards.
- Hands-on experience with Power Automate and practical knowledge of Power Apps or Power Automate Desktop.
- Working Python capability for file processing, tabular data manipulation, validation, reusable functions, and error handling.
- Working VBA and macro-development experience for Excel automation.
- Working SQL knowledge, including joins, aggregations, filters, validation queries, and analytics-ready datasets.
- Ability to convert a manual business process into documented, testable, and supportable automation.
- Strong troubleshooting, analytical thinking, attention to detail, ownership, and stakeholder communication.

Preferred Qualifications

- Experience with REST APIs, JSON, Git, ETL concepts, databases, or cloud-based reporting architectures.
- Experience with NICE IEX, Genesys Cloud / Genesys WEM, Verint, Calabrio, Alvaria / Aspect, Avaya CMS, or comparable WFM/contact-center platforms.

Benefits and Perks

- Indefinite contract.
- Great environment to work.
- Career growth.

📌 Senior WFM Reporting & Automation Analyst (Barranquilla)
🏢 Movate
📍 Barranquilla