We are looking for our next Senior Real-Time & WFM Analyst

About this role

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!

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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.

Requirements

• 🎯 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 similar analytical/operational roles within BPO or Contact Center environments .
• Technical

Skills

• Advanced Excel proficiency and data validation skills.
• Strong command of WFM platforms and real-time tools (NICE, Verint, Avaya, Genesys, or similar ticketing/reporting systems).
• Key Soft

Skills

• Exceptional attention to detail, strong leadership communication, analytical mindset, and proactive problem-solving abilities under operational pressure.