Descripción de la oferta

As a Workforce Supervisor, you will lead the Workforce Management team, ensuring effective planning, scheduling, and resource optimization to meet service level goals and business objectives. You will play a key role in coordinating daily operational activities, developing team capabilities, and providing strategic recommendations that improve workforce performance and customer experience.


Key Responsibilities

- Ensure proper staffing coverage by analyzing results within the HOOP (Headcount Optimization and Operations Planning).
- Monitor the completion and delivery of programming tasks assigned to the team.
- Ensure that the team consistently possesses the necessary skills related to processes, metrics, responsibilities, office tools, and required applications.
- Analyze and document processes related to scheduling and its results.
- Define the necessary parameters for the development of PowerBI reporting.
- Keep the reporting library up to date.
- Provide recommendations to improve results and planning.
- Use the Capacity Plan efficiently.


What We're Looking For

- Bachelor’s degree in Business Administration, Industrial Engineering, Statistics, or any related field.
- At least 1 year of proven experience in Workforce Management within a BPO, contact center, or customer service environment.
- Experience leading workforce, scheduling, planning, or real-time management teams.
- Strong analytical and problem-solving skills with the ability to transform data into actionable insights.
- Advanced knowledge of workforce planning, scheduling, and capacity management methodologies.
- Experience with Power BI and workforce reporting tools.
- Strong understanding of operational KPIs, service level metrics, occupancy, shrinkage, forecasting, and staffing models.
- Excellent communication, leadership, and stakeholder management skills.
- English proficiency at a B2 level or higher.
- Advanced proficiency in Microsoft Office tools, especially Excel.


Key Competencies

- Workforce Planning
- Capacity Planning
- Scheduling & Staffing Management
- Operational KPI Analysis and Interpretation
- Power BI Reporting
- Forecasting Methodologies
- Resource Optimization


Why Join Us?

At Iterum, we understand that our people drive our success. As part of our team, you'll enjoy a competitive salary, and a benefits package designed to support both your professional and personal life:

- Education Support: At Iterum Colombia, we invest in your future with our education assistance benefit, covering part of your educational expenses and encouraging you to continue your academic and professional development.

- Work-Life Balance: Enjoy 5 paid personal days in addition to your vacation days, plus an extra vacation day for each year of service and reduced working hours to support a healthy work-life balance.

- Health and Wellness: Benefit from free gym access, on-site medical services, and premium healthcare plans, ensuring that your well-being is always a priority.

- Exclusive Discounts: Enjoy discounts at restaurants, theaters, museums, and much more through our partners, along with 10% off at the Courtyard Hotel restaurant, adding value to your everyday life.

- Recreational Activities: Participate in weekly fun events, including gaming and team-building activities, to stay connected and energized.

- Career Development and Growth: We’re dedicated to your professional growth with development plans, mentorship, and advancement opportunities. Our plan provides a space focused on enhancing your skills and guiding you toward success through a combination of specialized training and practical learning.


If you're passionate about driving operational excellence, developing high-performing teams, and creating meaningful business impact through quality, we'd love to hear from you.


What We Offer

· Competitive Salary: $5.000.000 COP
· Full-Time Position
· Hybrid Work Model
· Indefinite-Term Contract

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 1 año de experiencia
• Idiomas: Inglés
• Conocimientos: Capacidad de coordinación, Liderazgo, Trabajo en equipo, Microsoft excel, Microsoft office

Aptitudes asociadas a esta ofertaNuevo

Palabras clave: residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan, callcenter, teleoperador, telefonista, telephonist, telefonico

Hace 7 días (actualizada)

Acerca de Iterum

Somos una compañía de BPO nueva en el pais, enfocada en crecer y buscar el mejor talento para que haga parte de nuestro equipo de trabajo, el cual ofrece grandes oportunidades de crecimiento y ser parte de este proyecto

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