WFM Specialist (BOG)

Bogota, Bogota, Colombia
Full Time
WFM
Mid Level

Overview

The Workforce Specialist role will ensure that schedules posted on workforce.com are correct, and monitor all aspects of these; including schedule changes, swaps, posting, and correct break assignments depending on hours scheduled, as well as the monitoring of adherence using the tools available. The Specialist is also responsible for creating, maintaining, and monitoring reports to assist other teams in their day-to-day operations.

Responsibilities

  • Managing schedules and ensuring correct posting of them; this includes performing changes, swaps, brake distribution, and overtime allocation of hours as requested by operations teams.
  • Handling team requests in the form of tickets (Gorgias) and messages (Slack) posted in team channels, providing accurate information and prompt responses
  • Transferring collaborators to other teams when required by operations teams, which includes posting and changing schedules if required
  • Creating, maintaining, and updating internal and external report
  • Assisting in the development of new tools and procedures, always thinking in continuous improvement of tools used to perform duties
  • Tracking call-outs and finding viable solutions to reduce errors to a minimum
  • Assisting the Helpdesk team with timesheet revisions
  • Supporting payroll processing
  • Providing on-site technical support

Soft Skills

  • Demonstrated strong work ethic, reliability, and integrity.
  • Attention to detail and a high level of accuracy
  • Proven ability to build relationships quickly
  • Ability to remain composed in critical situations and communicate effectively with internal and external stakeholders
  • Strong prioritization skills to meet tight deadlines.
  • Skill to collaborate with other departments to ensure accuracy and efficiency
  • Capacity to multitask, focus, and complete tasks over extended periods
  • Demonstrated ability to analyze data effectively and utilize it for decision-making and issue resolution

Requirements

  • C1 English (writing and speaking)
  • Prior experience with Workforce Management systems
  • Proficiency in Google Sheets and/or Excel at a medium-to-advanced level.
  • Data Analysis
  • Mathematical skills for accurately calculating deductions and payment discrepancies
  • Organizational skills to efficiently manage records, policies, and guidelines.
  • Commitment to maintaining the confidentiality and privacy of employee information

Preferred

  • Previous experience working with a CRM is a plus (Gorgias, Intercom, etc.).
  • Prior working experience with content management applications like Notion.
  • Experience handling a heavy-duty payroll process is an added value.
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