Bilingual Workforce Supervisor, Call Center - On-site in Bogotá

At Concentrix, we are looking for a person passionate about planning, data analysis, and operations optimization. We are seeking a strategic, organized, and results-oriented leader, with experience supervising Workforce Management processes and managing client relationships. If you are motivated by analyzing indicators, anticipating operational needs, and leading teams to achieve service objectives, this opportunity is for you!

Your challenge in the role

Lead and supervise Workforce Management processes, ensuring adequate real-time operation management, indicator monitoring, and compliance with established service levels. Your main challenge will be to analyze operational information, anticipate possible deviations, and coordinate actions that allow for the optimization of productivity, staff availability, and customer experience.

Job requirements

• Minimum education: Graduated Technician or student of at least the fourth semester of a professional career.
• Experience: Minimum 1 year as a Workforce analyst and 1 year as a Workforce supervisor.
• Indispensable experience: Management of Workforce Management processes, client management, real-time operation monitoring, information analysis, and monitoring of operational indicators.
• English level: B2.
• Indispensable skills: Leadership, analytical capacity, assertive communication, results orientation, organization, attention to detail, decision-making, and effective management of clients and priorities.
• Technical knowledge: Management of real-time metrics, SLA, staffing, service indicators, productivity, and other metrics related to Workforce Management processes.
• Tools: Intermediate-advanced Excel, intermediate Power BI, intermediate SQL, and technical knowledge in database processing and report preparation.
• Availability: To work within a time slot from 7:00 a.m. to 7:00 p.m. and, occasionally and with prior notice, some Saturdays or Sundays. Availability to work some holidays on an alternating basis is also required.

What will you do day-to-day?

• Lead and support the Workforce team, ensuring compliance with the area's objectives, indicators, and deliverables.
• Supervise the operation in real time and identify possible deviations that may affect service levels.
• Monitor Workforce Management metrics such as SLA, staffing, service indicators, productivity, and real-time management.
• Analyze operational information to identify trends, risks, and improvement opportunities.
• Design, coordinate, and execute action plans oriented toward achieving operational and service objectives.
• Manage the relationship with the client, present results, and provide timely responses to their requests and needs.
• Prepare, update, and present reports related to the operation, productivity, and team performance.
• Process and analyze databases using tools such as Excel, Power BI, and SQL.
• Coordinate with different areas the necessary actions to guarantee adequate staff coverage and continuity of the operation.
• Promote a culture of analysis, continuous improvement, compliance, and data-driven decision-making.

Working day and operation schedules

• Working day: 42 hours per week, Monday to Friday, within a time slot from 7:00 a.m. to 7:00 p.m. Schedules will alternate according to the coverage needs of the operation.
• Weekends: Occasionally, availability to work a Saturday or Sunday may be required, which will be informed in advance.
• Holidays: Some holidays may be worked because the operation provides service to other countries. This coverage will be alternated with other team members.

Modality and site

• Modality: 100% on-site.
• Site: CC Titán Plaza, Bogotá.

Offer conditions

• Contract: Indefinite term from day one.
• Basic salary: COP $4,200,000.
• Bonus: COP $650,000 monthly for performance (applicable after passing the 2-month probation period).
• Modality: 100% on-site at CC Titán Plaza.

Are you interested?

Apply and be part of a dynamic operation where your experience leading Workforce Management processes, your analytical capacity, and your ability to turn data into strategic decisions will make a difference. We want to meet you! . -Requirements- Minimum education: University / Technical career 2 years of experience Keywords: residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan, callcenter, teleoperador, telefonista, telephonist, telefonico